Launching "au Support AI Advisor," a Digital Human That Anyone Can Use with Ease

KDDI Corporation

On March 10, 2025, KDDI will introduce the "au Support AI Advisor" (hereinafter referred to as "the service"), an online support service that integrates generative AI and a digital human [1], into the customer center's support desk.
The service utilizes generative AI to interpret the intention of a customer's inquiry and provides a response that combines audio, text, and images, enabling the customer to review the reply at their own pace.

The KDDI customer center has been focusing on enhancing customer convenience by providing high accuracy and empathy in its support, introducing a chatbot utilizing generative AI, and implementing a speech recognition function for responding to phone inquiries.
Now, based on customer feedback, KDDI will introduce an online support that combines the features of phone and online chat and can be used by anyone with ease.
At first, the service will support a limited set of inquiry topics and daily conversations with customers. In the future, more topics will gradually be added. KDDI is planning to expand the service to cover all inquiry topics related to au services in FY2025.
Building on the high accuracy and empathy toward customers developed by the KDDI customer center, KDDI will provide more customers with convenient and comfortable experiences by combining the friendly and highly capable conversational abilities of a digital human powered by generative AI.
KDDI will continue providing AI-driven experiences that are more familiar and accessible for our customers. additionally, by offering an environment where customers can solve their own problems, we aim to enhance convenience and peace mind, ultimately improving customer satisfaction.

KDDI will showcase Nagisa, the AI avatar responsible for customer support in the service, at MWC Barcelona 2025, the world's largest mobile industry exhibition, held in Spain from March 3 to 6, 2025. For details, visit the KDDI MWC Barcelona 2025 special website.

■Features of the service

1. A friendly AI advisor with highly capable conversational abilities

• Responds with visual and audio information, including human-like appearance, behaviors, and facial expressions, and can communicate more information to customers than an online chat or phone alone.
• The character of the AI advisor, Nagisa, has been developed to make the AI more approachable and to offer communication that empathizes with customers. For details, visit the website (in Japanese only).
• Generative AI, in addition to conventional AI that provides accurate information, allows for quick interpretation of inquiries and resolution of problems, preventing customers from feeling stressed.

2. Customer support combining voice, text, and images

(1) Voice input and text input

• By incorporating visual information such as human-like appearance, movements, and facial expressions, along with voice interactions, we can convey more information to our customers compared to chat or phone alone.
• The speech recognition function eliminate the need for text inputs, enabling quick and efficient inquiries. This saves time and effort, improving customer convenience.
• Customers can choose to input text whenever they prefer, allowing them to select the most suitable method based on the situation.

(2) Voice support

• The AI advisor Nagisa reads out the key points of the response to an inquiry, helping to prevent mishearing and ensuring clear communication of the information. Customers who may be uncomfortable with phone communication can review the information at their own pace.

(3) Support through images

• Relevant images are also provided, helping customers better understand the answer to their inquiry through visual information.