More companies are turning to physical AI to improve customer service. These humanoid robots combine smart digital features with human-like interactions. As businesses face workforce shortages, automation alone isn’t enough anymore. They need solutions that can handle complex tasks and create a natural experience for customers.

Creating Humanoids That Understand and Reassure

A new partnership between KDDI and AVITA is showcasing how humanoid robots can fill operational gaps. Unlike industrial robots that do repetitive tasks, these humanoids are designed to handle unexpected situations, like equipment malfunctions or customer questions. They are built to communicate nonverbally through synchronized nods, eye contact, and friendly facial expressions.

By combining AVITA’s expertise in avatar creation with KDDI’s communication infrastructure, they are developing domestically made humanoids. These robots can operate smoothly in real-world commercial settings, such as retail stores or customer service desks. The goal is to make interactions more natural and reassuring for customers.

Integrating Hardware With Advanced Data Systems

Deploying humanoids in busy environments requires a robust network setup. KDDI provides the necessary high-capacity, low-latency infrastructure to transmit visual data and control signals in real time. This allows the robots to respond quickly and accurately during customer interactions.

The visual and motion data collected during these interactions are fed back into the system. This feedback helps train the AI, making the humanoid’s behavior more precise and autonomous over time. To support this data processing, the companies plan to use powerful GPUs hosted at the Osaka Sakai Data Center, which started operations in early 2026.

They’re also exploring integration with Google’s Gemini, a high-performance generative AI model. This setup ensures that data remains secure while allowing the humanoids to handle complex conversations and provide helpful assistance. The combination of hardware and AI infrastructure aims to create a seamless, intelligent customer service experience.

Designing Friendly and Approachable Robots

The humanoids are not just functional; they are designed to feel approachable. Based on a concept by Hiroshi Ishiguro, the robots feature a compact skeletal frame that resembles a typical Japanese person. Silicone skin and mechanical systems allow for warm facial expressions that match spoken words.

Embedded cameras enable the robot to track objects and maintain natural eye contact, making interactions feel more genuine. Quiet pneumatic actuators allow for fluid movements and subtle “micro-variations,” which help the robot appear more lifelike. This attention to detail is important for applications that require hospitality and reassurance, such as retail or healthcare settings.

This project builds on earlier work by KDDI and AVITA, which used digital avatars for remote customer support at retail outlets. Moving from purely digital communication to physical robots marks a significant step forward in creating more engaging and effective customer service solutions.

Overall, these efforts demonstrate how integrating physical AI into frontline roles can boost efficiency and improve customer experiences. As technology advances, humanoid robots are becoming more capable of handling complex tasks while providing a friendly face for customers.

Inspired by

• https://www.artificialintelligence-news.com/news/physical-ai-adoption-boosts-customer-service-roi/

Sources

• kddi.com
• co.jp
• physicalaiconference.com