Kiwami Co., Ltd., Seibu Railway, and Seibu Holdings will begin a demonstration experiment of a hybrid customer service service using avatar station attendants. The start date is January 16, 2026, and dedicated displays will be installed at four stations: Tokorozawa, Nerima, Higashi-Hanno, and Seibu Shinjuku. This initiative is being carried out as part of an ongoing effort to explore how digital technology can be used to provide guidance. There are plans to expand this to other group facilities in the future.
The experiment utilized the “xR Cast HoloPhone,” an avatar remote customer service system. xR Cast HoloPhone combines a 3D avatar with remote customer service provided by a real attendant. Users can use the touch panel to receive information about the station, tickets, express tickets, transfer information, and more. Voice guidance is available in four languages: Japanese, English, Chinese, and Korean. For more detailed inquiries, a remote attendant will respond upon request.
This proof-of-concept experiment will cover multiple locations remotely, aiming to improve operational efficiency and standardize customer service. It is also expected to be effective in resolving labor shortages and promoting store digital transformation.
The developer, Kiwami Inc., is a company that produces 3D avatars and models in-house. They have developed VR that can be experienced without goggles, and are working to improve the efficiency of customer service.
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