Remote Store Workers: Lawson’s Bold Step to Revolutionize Convenience Store Operations

The technology behind the initiative involves virtual avatars equipped with cameras and communication devices, enabling remote operators to guide customers through tasks like self-checkout.

Japanese convenience store giant Lawson is breaking new ground in retail by hiring remote workers to operate virtual avatars in its stores. This innovative approach, designed to tackle labor shortages and operational challenges of 24-hour service, is set to expand globally, including to the United States. The program launches this month with its first international remote worker: a Japanese resident based in Sweden. By leveraging the eight-hour time difference, the remote operator will assist Japanese customers during off-peak hours, ensuring consistent service. This marks a significant step in Lawson’s plan to address workforce shortages while maintaining high service standards.

The technology behind the initiative involves virtual avatars equipped with cameras and communication devices, enabling remote operators to guide customers through tasks like self-checkout. Developed in collaboration with Tokyo-based tech firm Avita, these avatars are already operational in 28 stores across major Japanese cities such as Tokyo, Osaka, and Fukuoka. Lawson’s President, Sadanobu Takemasu, revealed ambitious plans to recruit remote workers from countries like Brazil and the US, leveraging global time zones to fill shifts that are difficult to staff locally. This system has the potential to reduce in-store staff workloads by over 1.5 hours daily and even allow certain stores to run without in-person staff during late-night hours. The move comes at a time when Japan’s retail sector is grappling with a labor crisis. A recent Nikkei survey highlighted that 62% of convenience store operators struggled to hire enough part-time staff last year. Lawson’s avatar system provides a cost-effective solution, enabling the company to maintain operations without overburdening local employees or franchise owners.

Since its initial rollout in 2022, Lawson has trained approximately 70 employees to operate avatars, with the system steadily expanding from 17 to 28 stores. This groundbreaking initiative could redefine convenience store operations globally. By blending technology and remote labor, Lawson is setting the stage for a future where retail adapts seamlessly to workforce challenges and evolving consumer needs.