Cluster, Inc. (Headquarters: Shinagawa-ku, Tokyo; CEO: Naoto Kato) has obtained a patent (Patent No. 7861975) on May 11, 2026, for technology that allows AI to autonomously perform "customer service" within the metaverse (virtual space). The AI agent judges user conversation content and spatial information in real-time, automatically performing guidance, movement, and explanations. This technology has been in practical use since its patent application as the core of the AI customer service service "AI Agent Flex," which has been offered since July 2025.

Overview of the Patented Technology

This patent is a technology that inputs user dialogue content (text/audio) and information about the virtual space where the user is located into an AI, and the AI determines the next action the agent should take and outputs it as control information.

The input virtual space information includes the spatial structure (3D shape), points of interest (navigation points) and their descriptions, the status of other avatars present, and the user's past behavior history. This allows the agent to flexibly decide "what to say, where to guide, and how to behave" according to the situation, rather than just following pre-prepared scenarios (rules).

Furthermore, settings such as the agent's appearance, voice, personality, and tone, as well as operational policies for each space (instructions in natural language), are also taken into account, enabling consistent behavior aligned with the brand or space's worldview.

Difference from Conventional Technology: From "AI that talks" to "AI that talks and moves"

Conventionally, there were agents where AI could converse with users, but "actions" like guidance and movement were primarily executed according to predefined rules, and flexible behavior tailored to the other party or situation required manual crafting.

With this technology, since the AI determines not only the conversation but also the actions themselves, the agent can autonomously guide, explain, and move according to each individual user and the spatial situation.

<Examples of Possible Agent Actions>

- Dialogue: Converse with the user on the spot - Guidance/Movement: Guide and direct the user to recommended points or objects - Following: Move along with the user's avatar - Warping: Instantly move to a specified point (can also move with the user) - Calling/Ending Dialogue/Hiding/Standing Still: Check the surrounding situation and call out or end the conversation at appropriate times

Core of the Technology: AI "Understands the Other Party and the Situation, and Chooses Behavior"

This technology features a mechanism where processes with different roles collaborate to automatically derive the agent's actions.

- Dialogue/Spatial Information Acquisition Function: Acquires the user's dialogue content and information about the virtual space they are in. - Prompt Generation Function: Combines the acquired information with possible action candidates (commands) for the agent to generate input (prompt) for an AI model (such as a large language model). - Action Control Information Acquisition Function: The AI model selects the action to be executed from the candidates and outputs its control information (type of action and parameters such as destination and utterance content).

This allows the agent to autonomously provide natural customer service and guidance according to the dialogue and spatial situation without needing to craft scenarios one by one. For example, from a simple request like "Show me a recommended place," the agent selects the optimal point and guides the user there while speaking, realizing a series of behaviors.

Example Use Cases

- Brand Customer Service/Virtual Stores: An agent embodying the brand's worldview greets visitors and guides/explains products and recommended spots. - Metaverse Events/World Guidance: Guides attendees to highlights within the venue, offering timely calls and explanations. - Facility/Tourism Guidance: Provides personalized guidance to each visitor in spaces replicating real facilities or tourist spots. - Multilingual Customer Service: Offers a consistent agent experience for dialogue and actions to domestic and international users.

Future Developments

This technology will be sequentially utilized in services including the AI customer service service "AI Agent Flex," and the company is considering deployment across various customer touchpoints, including the metaverse space "cluster," as well as websites and physical stores.

Cluster will continue to accelerate the social implementation of "Digital Twins with Human Intervention" and the advancement of experiences through AI.

Patent Information

Patent Number: Patent No. 7861975 Application Number: Patent Application 2025-121458 Filing Date: July 18, 2025 Title of Invention: Information Processing System, Information Processing Method, and Program Registration Date: May 11, 2026 Publication Date of Registration Gazette: May 19, 2026 Patent Holder: Cluster, Inc.

About Cluster, Inc.

Cluster, Inc. is a technology company that develops and operates one of Japan's largest metaverse platforms, with the vision of "Creating an OS for a co-creation space that connects all people, things, and technologies." Centered on its proprietary large-scale concurrent connection infrastructure, it provides a co-creation space infrastructure that fuses the real and virtual. Adopted across diverse industries such as manufacturing, construction, education, international conferences, and entertainment, it supports multi-device access via smartphones, PCs, and VR. It builds real-time spaces capable of connecting up to 100,000 users simultaneously and has a proven track record with numerous IP contents and large-scale events.

https://corp.cluster.mu/

▼ Owned media for learning about the forefront of Cluster, Inc.'s corporate business

https://metaversebiznews.cluster.mu/

About the Cluster Metaverse Lab

The Cluster Metaverse Lab leads the overall goal of Cluster to "accelerate human creativity." Based on scientific knowledge and data accumulated on the platform, it engages in research in CV/CG/HCI/VR/BMI and the cross-cutting field of ML, aiming to produce results that are returned to the Cluster platform in both the short and long term, as well as academic achievements that advance humanity as a whole, and to integrate them.

https://lab.cluster.mu/en/

FACT BOX

  • Source: PR TIMES
  • Category: New Product
  • Products / services: AI Agent Flex / cluster