KDDI and AVITA are collaborating to integrate physical AI into customer service, merging digital intelligence with physical interaction. The goal is to improve the return on investment (ROI) in this sector.

Humanoids to bridge operational gaps

Faced with a shrinking workforce, companies are looking for solutions that go beyond simply automating workflows. The partnership between KDDI and AVITA aims to solve these problems through the implementation of humanoids.

Versatility and non-verbal communication

Unlike traditional industrial robots, which specialize in repetitive tasks, humanoids are designed to handle unexpected situations and communicate effectively with customers. This includes non-verbal communication, such as eye contact and facial expressions.

Infrastructure and computing power

The implementation of humanoids requires a high-capacity, low-latency network infrastructure to transmit visual data and commands in real time. KDDI provides this infrastructure, facilitating remote control and data processing in the cloud. The data collected during customer interactions is used to train the AI, improving the autonomy of the humanoid's behavior. The use of GPUs hosted at the Osaka Sakai Data Center and integration with an on-premises service for Google's Gemini are planned.

Design and functionality

The humanoids, based on a model by Hiroshi Ishiguro, feature a compact skeletal structure and realistic physical characteristics. Silicio skin and specialized mechanical systems allow for natural facial expressions and fluid movements. Integrated sensors and cameras track moving objects to create natural eye contact.

Next steps

KDDI and AVITA plan to begin trials in commercial facilities starting in autumn 2026. Integrating physical AI requires environments capable of sustaining continuous, high-volume data streams without latency interruptions. Organizations facing demographic workforce pressures should evaluate current bottlenecks to identify where non-verbal, empathetic engagement is necessary.