SITUATION
The situation
With no physical branch locations for in-person support, Rakuten Securities has relied on digital solutions to bridge the gap between customers and financial advisors. This digital-first approach allows the company to effectively manage its resources while delivering accessible information on complex financial products.
The company’s online platform, designed for quick access to important financial knowledge, celebrated a milestone of 10 million accounts in Japan by 2023. With Japan’s 2024 launch of the new Nippon Individual Savings Account (NISA) program, Rakuten Securities saw even more rapid account growth. Most of these new accounts belonged to novice investors seeking reliable information and guidance presented in a friendly, easy-to-understand way.
SOLUTION
The solution
Previously, Rakuten Securities employed AI systems with basic language recognition. However, generative artificial intelligence (GenAI) transformed customer interaction, with advanced large language models (LLMs) that “speak” in human-like language. The Rakuten Securities AI Data & Human Lab led development of the innovative new AI solution, focusing on keeping customer and employee experiences central to the project. In July 2023, the company launched the “Investment AI Assistant” chat service, equipped with GenAI.
Deloitte Japan and NVIDIA also brought valuable expertise in using GenAI to augment human capabilities. Both companies collaborated to expand the capabilities of the Investment AI Assistant. This new system leveraged NVIDIA’s Omniverse™ ACE (Avatar Cloud Engine) and Deloitte’s Quartz Frontline AI™ as the interactive user interface.
The NVIDIA Omniverse ACE suite provides the computing power for creating responsive AI avatars capable of understanding natural language and engaging through speech prompts. Deloitte’s Quartz Frontline AI, built on NVIDIA’s platforms, adds a highly engaging human element, making interactions more fluid and responsive to customer feedback.
The result was the Investment Consultation AI Avatar, which includes a Japanese Text-to-Speech (TTS) feature, allowing it to recognize customer investment queries and respond in real time. The avatar also incorporates synchronized mouth movements and natural gestures, enhancing the human-like quality of conversations.
IMPACT
The impact
Developed in just two months, the Investment Consultation AI Avatar made its debut on January 14, 2024, at the Rakuten Securities New Year Conference, where customers interacted with this new service firsthand.
Supported by Deloitte’s alliance with NVIDIA, which aims to develop GenAI solutions across various industries, this AI project marked a breakthrough for Rakuten Securities. Over 90% of customers who experienced the demonstration expressed an interest in using the AI avatar in the future. They appreciated its ability to provide clear answers to investment-related questions, while also finding the interaction enjoyable—a key human quality that made the experience memorable.