3 days ago
Lawson opens next-generation AI-powered convenience store in Tokyo
TOKYO -- Major Japanese convenience store operator Lawson Inc. opened a next-generation convenience store here on June 23, utilizing artificial intelligence (AI) and other new technologies to enhance customer convenience and address labor shortages.
The newly opened Lawson's Takanawa Gateway City store in Tokyo's Minato Ward features AI-driven analysis of customer behavior, with digital signage displaying personalized product recommendations. Robots have also been introduced to assist with tasks such as food preparation and stocking heavy beverages.
Lawson transitioned to a joint ownership structure in September 2024, in which telecommunications giant KDDI Corp. and Lawson's parent company Mitsubishi Corp. each hold a 50% stake. Leveraging KDDI's technology, the store supports both customer shopping and employee work efficiency.
A key feature of the next-generation store is its 14 AI cameras installed throughout the shop. These cameras analyze customer behavior in front of product shelves and display suggestions for recommended items. For example, if a customer picks up a dessert, the AI recognizes the action and suggests purchasing coffee. If a customer lingers in front of a shelf, the system interprets it as indecision and displays information about top-selling or recommended products onscreen.
Touchscreen digital signage has also been introduced. When a customer touches the screen for a product they are interested in, detailed information that is difficult to access in conventional convenience stores is displayed on a large screen above the shelf. The store also uses all digital signage to announce freshly prepared items like "Karaage-kun" fried chicken.
Lawson has set a goal of reducing employee workload in store operations by 30% by fiscal 2030. At this store, robots are used for some cooking tasks, such as frying, and for stocking shelves with heavy beverages. Furthermore, a system has been introduced that utilizes security camera footage and other data to analyze customer behavior and employee work status, allowing the AI to support operational improvements.
KDDI plans to relocate its headquarters to Takanawa Gateway City in July and will open a second next-generation Lawson store inside the new headquarters. Lawson intends to evaluate the results from both stores and expand the next-generation store model both domestically and internationally.
Lawson President Sadanobu Takemasu stated, "By combining reality and technology, we propose a new kind of convenience store. We aim to improve the customer experience while enhancing operational productivity, allowing the time saved to be used for higher value-added tasks."
