IMG_7182-2_edited.jpg

Avatar robot dialogue planning

Hosei University Assistant Professor
Hyun Youyung
×
CEO, Casa robotics, Inc.
Ryuichi Hosoya

Ryuichi Hosoya, CEO of Casa robotics, Inc., which develops custom-built housing marketing with a focus on DX (digital transformation), and Hyun Youyung, who teaches as an assistant professor at the Faculty of Global Liberal Arts, Hosei University and is researching avatar robots. had a conversation with Mr.

In fact, the two were former colleagues who belonged to the same laboratory at Hitotsubashi University's Graduate School of Commerce (currently the Graduate School of Business Administration). There's a reason why those two met after such a long time...

 
 

What I've been up to since I left the laboratory

When I was at Hitotsubashi University, both Professor Hyun and I were doing research on how data analysis technology would contribute to business performance within an organization.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

Mr. Hosoya, you were researching the process by which organizations analyze big data and form a shared understanding of what is happening in the market based on the results.

i was thenDissertation(*1)As a theme, I was researching what kind of environment and culture promotes data analysis from the perspective of organizational culture. I also have a research theme on the extension line.

​*1…The Impact of Democratization Culture on Organizational Agility through Big Data Analytics

That's amazing! I can't believe I'm still continuing the research from that time.

I ownDissertation(*1)For a while after it ended, I didn't even feel like looking at it (laughs).But recently, I've been reading it again, and I thought, "Oh, it's surprisingly interesting, my own paper, too" (laughs).

​*1…Ad-hoc analysis of big data to bring out organizational agility

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

It's interesting. In addition, I was able to refer to it a lot during my doctoral dissertation (laughs).

It is a great honor! By the way, what do you teach at Hosei University now?

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

In the position of assistant professor at the Faculty of Global Liberal Arts, where all classes are taught in English, mainlyI am in charge of digital marketing and digital transformation (DX) subjects. The latter is a class style that teaches various concepts related to DX, such as customer networks, business platforms, and has students present case studies and discuss them.

Currently, various companies are worried about how to proceed with DX.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

yes. However, what I teach in class is from the customer's point of view, why new platform businesses are popular, how the role of customers will change, and how networks (SNS, etc.) formed by customer-to-customer connections The focus is on how it works. Teach the basic theory to explain it and have students do case studies with it.

It's an interesting perspective to see how the customer's role will change with DX. As a company, we tend to think more about how we should change rather than how our customers will change.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

In the past, it was a one-way communication from a company to a customer, saying, "We made this kind of product, so please use this." In today's world, customers' autonomy (autonomy and independence) is increasing, so companies are very sensitive to what customers evaluate their products and services and what they say on SNS. increase. A customer can easily know the voice of another customer, and the customer can influence another person, and so on. We see this as a phenomenon occurring within the network formed by the connections between customers.

24124348_m.jpg

I see. I am also actively sending out press releases about my company's initiatives. The number of cases covered by major media is the main evaluation metric. However, what we should actually look at is not only that, but by looking at how the press release spreads in the world of SNS, for example, on Twitter, we can see what kind of interest the content is appealing to the group. You can know

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

Let's say you have an avid fan of a particular brand, and you frequently post information about that brand on your Facebook page. The fan then acts as a kind of ambassador for the brand. Information that companies send out unilaterally is not easily accepted by general consumers, but if you look at the information sent by ambassadors, you will think, "Ah, this company (or this brand) is really good." .

surely. Even in the field of sales, customers don't believe a rep who just says a set talk script. However, if the person in charge's love for the brand or the product oozes out of their words, the customer will perceive that part as credible information. Customers feel that they are getting better at discerning the product or service or the "real information" about it.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

This leads to customer autonomy.

In other words, it is important for customers to feel that they chose the product or service themselves, rather than being forced to buy it.

IMG_7182_edited.jpg

Hosoya

What we learned from research on avatar robots

avatar robot(*1)Please tell us about your research. at overseas conferencesPublication record(*2)There is also What kind of research did you find out?

*1…Here, it refers to all remote-controlled robots that imitate humans or specific parts of humans. For a list of major avatar robot products in Japan, see: Robot Database (Robot Start Co., Ltd.)

​※2…Y. Hyun and J. Park (2021) “When My OriHime Went to Work : Representational Fidelities of a Tele-Operated Robot”, pp. 304-309, Proceedings of KMIS International Conference.

​▼ Other reference books

Hyun, Youyung, et. al. "Discovering meaningful engagement through interaction between customers and service robots." 02 Aug. 2022 <i>The Service Industries Journal.</i> 42, no. 11-12 (August 2022): 823 -842.

https://www.tandfonline.com/eprint/PRN3NWZNNVFPYAHXS58N/full?target=10.1080/02642069.2022.2088738

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

A cafe where a remote person (operator) works remotely through an avatar robot(*1)was studied on the subject. In this research, we delved into what the operator, not the customer, felt, and what the robot's functions acted upon. The research stage is still a pilot study.

*1…Avatar Robot Cafe DAWN ver.β

3268347_s.jpg

What do operators feel?

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

By operating the avatar robot, the operator gets the feeling that "I am really in the cafe now and is in contact with the customer." Through the robot, you can hear the noise in the cafe, and you can also check the surrounding environment through the robot's camera.

Is it different from web conferencing?

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

Web conferencing is very tiring because my eyes are fixed on the screen in front of me. When using an avatar robot, you can look around while shaking the robot's head and grasp the situation, such as who the other person is talking to. There seems to be

It was written in the published paper that the people who will become operators are seniors, people with physical disabilities, etc., who find it difficult to go out, or who are greatly restricted. the avatar robotSDGs(*1)Does that mean that it makes sense in the context of

​*1…Sustainable Development Goals

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

yes. In fact, avatar robots are rarely used in service sites outside of Japan. Robots active in South Korea and China are AI (artificial intelligence)-equipped robots that replace human work. Avatar robots bring opportunities to those who find it difficult to participate in society. It is different from robots or AI to replace human work. I think that the spread of avatar robots is a phenomenon unique to Japan.

IMG_7165_edited.jpg

It's often said that when you talk about robots or AI in foreign movies, they usually end up becoming enemies of mankind, like "Terminator" (laughs). However, Japanese people regard robots as friends who help humans, like Astro Boy and Doraemon.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

It's true that when I ask Japanese students, they often give positive opinions, such as "Robots? Aren't they more like friends?" This may be what influences the spread of avatar robots in the field of Japanese services.

Are there avatar robots overseas?

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

When we talk about avatar robots overseas, we mean things like remote surgery robots used in medical settings, remote-controlled robots for rescue and reconnaissance at dangerous disaster sites, and so on. I don't think there are other avatar robots outside of Japan that bring drinks to ordinary people in ordinary environments.

The reason why this dialogue was planned

In fact, this time, ourStandard one-story custom-built house “IKI”(hereinafter referred to as "IKI") active in the model house "millerun(*1)Today's discussion was planned because Dr. Hyun was interested in the avatar robot "Avatar Robot" and received an offer for joint research.

*1: A model of the CAIBA series in the list of domestic avatar robot products mentioned above, which was improved for housing exhibitions through collaboration between Casa robotics Co., Ltd. and Indy Associates Co., Ltd.

▼ Other reference books

(1)https://ki-group.co.jp/wp/wp-content/uploads/2022/03/2022.3.28_minimilelun.pdf
(2)https://www.casa-robo.ai/robo-milelun/

IMG_7182_edited.jpg

Hosoya

big-and-mini_edited.png
IMG_7182_edited.jpg

Hyun

yes. As I said earlier, the research at the Avatar Robot Cafe was from the perspective of the operator who operates the robot. I wanted to conduct research on Milleln from the perspective of the customers who come in contact with it.

Why?

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

I thought the context was very interesting. Avatar Robot Café is an everyday service environment called a cafe, but I was interested in the context of real estate. When it comes to real estate, some customers get nervous and come to listen. Some realtors try to sell too much. It is true that there is such a negative impression.

I agree.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

Buying a home is a big purchase, and the customer has to process a huge amount of information, which is not easy. In that context, I was interested in the fact that a model house with an avatar robot, Milerun, would lower the hurdles to buying a home.

IMG_7182_edited.jpg

Hyun

With company staff in model homes, customers have to deal with the pressure of "I have to buy" and the anxiety of "Is this staff really giving me the right information?" Therefore, placing an avatar robot between the customer and the staff makes it easier to deal with it. As a result, customers are more likely to express their true feelings and the quality of communication improves. I thought that context was interesting.

So this time, you want to study the role of avatar robots from the customer's point of view.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

That's right.

In fact, we are still in the midst of trial and error in terms of how Milleln can be positively received by customers.Yesterday's press release, but the current situation is that half of the visitors' reactions to Millern are favorable, and the other half are neutral. A neutral reaction simply means that Millern is ignored (laughs). I would like to deepen my knowledge of such things and find ways to make Milern more effective in customer service.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

This is because there is little research on customer reactions to robots in actual business settings. I hope that we can study together.

Thank you.

IMG_7182_edited.jpg

Hosoya

Reason for introducing Millerun

IMG_7182_edited.jpg

Hyun

Please let me ask you a question here as well. What made you want to introduce Millern?

Originally, we experimented with an unmanned model house without staff, and we got good results, such as the length of time visitors stayed in the model house (the time they stayed at the model house) and the increased sensitivity to the houses that were on sale. It was taken.

IMG_7182_edited.jpg

Hosoya

IMG_7118_edited.jpg
IMG_7182_edited.jpg

Hyun

Did the pressure on the customer feel less?

that's right. This might be good, so after that,At the same time as the start of sales of IKI, a video customer service system was introduced to the model house.(*1). As a result, it is possible to "feel the goodness of IKI by freely viewing the model house without being disturbed by anyone" and "communication about the specifications of the house and the arrangements for purchasing, which cannot be understood just by looking at it." We were able to create a style of "unmanned viewing" that can be compatible with "making staff (over the video)". The new corona virus has just started to spreadseason(*2)Therefore, we were able to meet the needs for non-contact sales, and it was very well received.

​*1…Other reference books (1)https://ki-group.co.jp/keiai_magazine/2021/03/01/iki-timeleap/

​*2…IKI’s first model house opened in Takasaki in August 2020

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

Why did you decide to introduce avatar robots from there?

With video service, the staff can only communicate with the customer when the customer is sitting on the couch in the living room. If cute robots can be found here and there, they can explain places other than the living room, and can take care of children while adults are watching, so enjoy the space of IKI's model house even more. I thought that if I received it, I would like it.

IMG_7182_edited.jpg

Hosoya

使用状況.jpg
IMG_7182_edited.jpg

Hyun

What if the model house becomes a more comfortable, pressure-free space?

That's it. In fact, at present, detailed explanations are biased toward video reception, and Millerun is the role of entertainment. After all, the amount of information displayed on the monitor is larger, so it's easier to explain it that way.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

It's a division of roles.

that's right. What I'm working on now is that Millern listens to what the staff said in the video customer service, and says, "Look at the ceiling. I'm trying to do a kind of interaction, such as guiding the line of sight. I thought it would be possible to create a better customer experience by mixing the "explanation" by video customer service and the "entertainment" by Millerun separately, but by coordinating play. I'm here.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

Do you do it with one operator?

That's difficult. If you do your best, you may not be able to handle video customer service and Millerun by yourself, but I think it will be difficult to play cooperatively like dialogue. Video service nowA woman with home sales experience who is working short hours while raising childrenIt is mainly done by a team of two people, including Even employees with time constraints can instantly welcome visitors to any of the 13 model homes in the Kanto region without leaving the office. On the other hand, Millerun's operation is the so-called "Hikikomori" and those who have experienced it.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

I see, there are people who want to have contact with society even among hikikomori.

I'm sure there are many. Even for people who have restrictions on leaving home or meeting face-to-face with people, I think it's rather rare to find someone who has no interest in communicating with people. Would you like to help such people with their home sales activities in Millerun? I was interested in it. For the hikikomori, they didn't have to show their faces, and their voices could be changed to robot voices.

IMG_7182_edited.jpg

Hosoya

ミレルン名刺.png
IMG_7182_edited.jpg

Hyun

You can get in touch with people while gaining psychological safety.

That's right. I think that by interacting with people through the avatar robot Milerun, you can feel a sense of safety. According to the statistics of the Ministry of Health, Labor and Welfare, hikikomori areabout 1.1 million people... apparently ... I hope that avatar robots will be able to access these people and join them as a new workforce.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

The knowledge of avatar robot research from the operator's point of view, which I have been doing, may also be useful.

I think so. Let's do good research together. Thank you for your time today.

IMG_7182_edited.jpg

Hosoya

IMG_7182_edited.jpg

Hyun

I'm the one who should be thanking you.

・・・Mr. Hosoya and Dr. Hyun, who left the same laboratory and went their separate ways. Knowing that they are working on the common theme of avatar robots, joint research is about to begin. Standing at the forefront of efforts to develop avatar robots, a phenomenon peculiar to Japan, there are high expectations for this initiative to provide better customer experiences and diverse work styles while deepening knowledge.

IMG_0145_明るさ調整後.jpg

PROFILE

CEO and CTO, Casa robotics Co., Ltd.

Ryuichi Hosoya

After engaging in research and application of software engineering at a general electronics manufacturer, he worked as a project manager at a Chinese IT company for 6 years. After returning to Japan, engaged in the Japanese market development of US software products as the Silicon Valley base manager of an energy IT company. After researching digital marketing in a doctoral course, he has been in charge of DX at K-I Star Real Estate Co., Ltd. since 2019. In November 2020, he became the representative of the newly established Casa robotics Co., Ltd. While promoting the business of DX & decarbonized one-story house "IKI", he is exploring and practicing new housing marketing and sales.

Graduated from the University of Illinois with a master's degree (computer science), and a Ph.D. from the Hitotsubashi University Graduate School of Commerce (marketing).

그림1.png

PROFILE

Hosei University Faculty of Global Liberal Arts Assistant Professor

Hyun Youyung

After researching (Ph.D. thesis) on “Use of data analytics to improve agility: the perspective of organizational culture” at Hitotsubashi University Graduate School of Business Administration, he will be in charge of digital transformation (DX) lectures at Hitotsubashi University from 2021. Since April 2022, he has been teaching DX, digital marketing, and programming (Python) while working as an assistant professor at Hosei University's Global College of Liberal Arts. His main research themes are "cooperative work between humans and robots in service environments" and "utilization of data analytics within organizations". He has submitted many papers to international academic conferences (PACIS, etc.), and his papers have been accepted in A-ranked international journals (The service industries journal and CAIS).

Graduate School of Korea University Master's Course (International Business), Hitotsubashi University Graduate School of Business Administration Doctoral Course (Marketing).

What is Casa robotics Co., Ltd.?

 

DX (Digital Transformation) business for construction, real estate, and industry with Casa robotics Co., Ltd., which operates "Smart custom housing contracting" under its umbrella, and Prompt K Co., Ltd., a "time-series data technology group". Group. Our mission is to actively provide external customers with a menu of DX solutions and IoT (Internet of Things) technical support for industries backed by the achievements of each member company.

【Company Profile】

Company name Casa robotics Co., Ltd.

Representative Representative Director Ryuichi Hosoya

Address 〒141-0031 1-11-1 Nishi-Gotanda, Shinagawa-ku, Tokyo 503 Aios Gotanda Station

TEL: 080-3417-2786

Capital 35 million yen

Established March 25, 2021

URL https://www.casa-robo.jp/

Business description ・DX solutions in the construction and real estate fields

・Custom-made “Industrial IoT Solution”

・ Accompanying DX consulting

■ About K-I Star Real Estate Co., Ltd.

 

With the management philosophy of "creating a rich, fun and comfortable life" and the mission of "home ownership for everyone", we provide "high quality yet affordable design homes". We built the "KEIAI Platform", which is the foundation of real x technology that conducts everything from purchasing to sales. We aim to expand our share of the domestic condominium market through the aggressive introduction of technology and our unique business model of compact detached houses. We will continue to provide valuable condominiums as a leading company that drives DX in the real estate industry.

Focusing on detached house sales business, 16 prefectures (Miyagi, Fukushima, Ibaraki, Tochigi, Gunma, Saitama, Chiba, Tokyo, Kanagawa, Shizuoka, Aichi, Osaka, Hyogo, Fukuoka, Saga, Kumamoto, Oita, Kagoshima) ). We sell (*) more than 5,400 buildings (including land) annually. Sales for the fiscal year ending March 2022 are 184.3 billion yen (*). Participating in the launch of the Japan Wooden Condominium Association, we are also focusing on ESG, such as promoting the use of domestic timber.

In 2021, the Ministry of Economy, Trade and Industry "New Diversity Management Selection 100" and "DX Certified Business Operator", and received the "2021 Good Design Award". (* Group consolidated figures)

【Company Profile】

Company name K-I Star Real Estate Co., Ltd. (Code number: 3465 Tokyo Stock Exchange Prime Market)

Representative Representative Director Keiji Hanawa

Location 762-1 Nishitomita, Honjo City, Saitama Prefecture 367-0035

Capital 4,809 million yen (as of September 28, 2021)

Established November 1990

Number of employees 2,078 (consolidated / as of April 1, 2022)

URLhttps://ki-group.co.jp/

Business content Detached house sales business, custom-built housing business, comprehensive real estate distribution business, etc.

[Inquiries from the press]

K-I Star Real Estate Co., Ltd. Strategy Development Headquarters PR Section

TEL: 03-6259-1750 FAX: 03-6551-2567 E-mail:press@ki-group.co.jp