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Lawson Tests Sign Language Avatars to Aid Hearing-Impaired Customers

Lawson, convenience store chain operator, test, assist, hearing-impaired customers, remotely controlled avatars, sign language, communication, LAOs (Lawson Avatar Operators), Tokyo, Shinagawa Ward, expressions, gestures, customer service, non-Japanese customers, limited basis, nationwide expansion, job opportunities, inclusivity, technology
Lawson Inc., a convenience store chain operator, is revolutionizing accessibility for the hearing-impaired community by conducting a groundbreaking test using remotely controlled avatars that communicate through sign language.

Lawson's verification test, which began on June 2nd at a Tokyo store in Shinagawa Ward, aims to assess customers' ability to understand the expressions conveyed by the avatars. Trained employees known as "Lawson Avatar Operators" (LAOs) remotely operate the avatars from the company's main office or their homes using personal computers and a camera feed from the store. This enables LAOs to respond to customer inquiries using the avatar displayed on a screen.

While Lawson already employs English-speaking LAOs to assist non-Japanese customers, this new initiative takes it a step further by providing avatars that communicate with customers in sign language. The avatars meticulously mirror the facial expressions, hand movements, and finger gestures of the LAOs operating them. However, certain challenges still need to be addressed, such as accurately depicting gestures involving overlapping hands or varying distances from the camera.

Lawson, convenience store chain operator, test, assist, hearing-impaired customers, remotely controlled avatars, sign language, communication, LAOs (Lawson Avatar Operators), Tokyo, Shinagawa Ward, expressions, gestures, customer service, non-Japanese customers, limited basis, nationwide expansion, job opportunities, inclusivity, technology
Kazuki Tsukiuda, an executive officer at Lawson, emphasizes the goal of identifying expressions that effectively convey meaning and improving those that require refinement. Additionally, Lawson aims to foster a society where sign language and gestures are widely accepted.

Some LAOs have already learned basic sign language and greetings, and after the initial verification test, Lawson is considering allowing LAOs to communicate with customers using sign language on a limited basis.

The company plans to introduce sign-language avatars in 10 stores by March 2024, with the ultimate goal of expanding the service nationwide. Moreover, Lawson aims to increase the number of LAOs from 30 to 1,000 by March 2026, providing job opportunities for individuals with caregiving responsibilities, child-rearing duties, or disabilities by offering the option to work from home.

Lawson, convenience store chain operator, test, assist, hearing-impaired customers, remotely controlled avatars, sign language, communication, LAOs (Lawson Avatar Operators), Tokyo, Shinagawa Ward, expressions, gestures, customer service, non-Japanese customers, limited basis, nationwide expansion, job opportunities, inclusivity, technology
Lawson Inc.'s pioneering use of sign language avatars paves the way for a more inclusive and accessible future. These avatars serve as a bridge, connecting individuals and fostering understanding through carefully crafted expressions and gestures. By combining technology and empathy, we embark on a journey where barriers crumble, and communication transcends limitations.

Lawson Inc.'s commitment to innovation and compassion not only transforms the shopping experience but also ignites hope for a society that embraces diversity and champions the power of sign language.

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