Key Facts
• Mitsui Sumitomo FG to sell AI avatar services starting July 2025.
• AI avatars can handle customer service and technical guidance remotely.
• Employees can operate multiple avatars and monitor AI performance remotely.
• Collaboration with AVITA, founded by Hiroshi Ishiguro, a leading robotics expert.
• Financial Services Agency approval obtained; first initiative by a megabank group.
• Trial implementation conducted at SMBC Nikko Securities in 2023.
• Potential applications include retail, online customer service, and manufacturing.
• Mitsui Sumitomo FG has invested in AVITA.
Summary
Mitsui Sumitomo Financial Group (FG) is launching a new service using AI-powered avatars to address labor shortages. These avatars, displayed on monitors, can perform customer service and technical guidance tasks, either autonomously or via remote human operation. The service, developed in partnership with AVITA, a company founded by robotics expert Hiroshi Ishiguro, is set to begin in July 2025 following approval from the Financial Services Agency. This marks the first initiative of its kind by a megabank group. The AI avatars are designed to learn industry-specific knowledge, making them suitable for use in retail, online platforms, and manufacturing. Employees can manage multiple avatars and monitor AI activity remotely, offering flexibility for those unable to work on-site. The service has already undergone trial implementation at SMBC Nikko Securities, with further applications being explored, including use in bank branches. Mitsui Sumitomo FG has also invested in AVITA to support this innovative venture.
