Customer Service Automation
Rakuten Securities needed a more human digital way to guide rapidly growing numbers of first-time investors through complex financial products because it operates as an online brokerage without nationwide branches for in-person advice.
Reported impact
Rakuten Securities built and demonstrated the avatar in two months at its 2024 New Year Conference, and more than 90% of customers who tried the demonstration said they would be interested in using it in the future, indicating a more engaging digital experience for novice investors.
Rakuten Securities extended its July 2023 Investment AI Assistant into a richer customer-facing advisory experience by working with Deloitte Japan and NVIDIA on an Investment Consultation AI Avatar. The implementation keeps the client's GenAI assistant as the answer engine, uses NVIDIA Omniverse ACE as the avatar foundation, and places Deloitte's Quartz Frontline AI in front as the conversational interface. Customers can ask basic investment questions, the service generates answers in Japanese text-to-speech, and the avatar returns them with synchronized voice, mouth movement, and gestures to make the exchange feel more human. Rakuten's AI Data & Human Lab led the work so novice investors opening accounts under the new NISA environment could get guidance quickly in a digital-only channel without relying on branch-based interactions.
Customers ask basic investment questions through the Investment Consultation AI Avatar, Rakuten Securities' Investment AI Assistant generates the answer, Quartz Frontline AI presents the experience, and NVIDIA Omniverse ACE returns the response as Japanese speech with synchronized mouth movement and gestures.
A new Japanese Text to Speech (TTS) function enables the avatar to recognize a customer's investment questions and deliver a response.
Developed in just two months, the Investment Consultant AI Avatar made its debut on January 14 as part of the Rakuten Securities New Year Conference 2024.
In July 2023, Rakuten Securities released the GenAI-enabled "Investment AI Assistant" chat service.
More than 90% of the customers who experienced the Investment Consultant AI Avatar demonstration said they were interested in using it in the future.
They collaborated on a new system that would build upon the client's Investment AI Assistant, using NVIDIA's Omniverse ACE (Avatar Cloud Engine) as its foundation and Deloitte's Quartz Frontline AI as the next-generation user interface.
This is accompanied by human-like gestures from the avatar, as well as synchronized mouth movements and voice to facilitate more-realistic conversation-based communication.
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
従業員数 720名 内、日本証券業協会 外務員登録者数672名 内、独立行政法人 情報処理推進機構 情報処理技術者資格取得者550名 （2025年12月現在）
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