What Fully Unmanned Stores Teach Us About 'Digitalization That Cares for People'

Summary

1. Labor shortages directly impacting car sales—N.M.S.'s solution: 'unmanned sales'

As Japan faces a declining birthrate and a worsening talent shortage, closures in the car sales and maintenance industry are on the rise. Nippon Maintenance System (N.M.S.) has responded to these industry challenges by developing a system called 'Mujikuru', which allows even small workshops and stores to sell cars, aiming to revitalize local economies.

2. Not completely unmanned, but designed with 'human intervention points'—Optimal sharing between AI and face-to-face interaction

In Mujikuru, robots handle in-store guidance and car explanations, while tablets are equipped with the conversational AI 'Emma-chan'. At the quotation stage, humans take over, creating a hybrid model that addresses the uncertainties and questions at the time of contract, minimizing security risks through camera installation and operational design.

3. The key to successful unmanned sales is 'creating an atmosphere accepted by the community'

The challenge of unmanned sales lies more in 'human psychology' than technology. N.M.S. hosts events such as mini four-wheel drive classes and painting contests, encouraging local residents to naturally visit and recognize the store as a familiar place. They are also advancing app development utilizing customer data, building a model that supports everything from operations to maintenance.

Unmanned cash registers have become more common in supermarkets and convenience stores. In Japan, where the birthrate continues to decline, this trend is unstoppable.

However, as one can see from the tasks of convenience store clerks, the scope of customer service is detailed and varied. Can fully unmanned stores truly be realized?

Since the COVID-19 pandemic, unmanned registers have rapidly become widespread. Initially, there were many complaints from users unfamiliar with their operation, but now even the elderly use them without concern, often preferring them over manned registers.

As someone who has long been exposed to science fiction where robots run stores, it feels deeply moving that the era has finally caught up.

In urban centers, fully unmanned convenience stores and dumpling shops are becoming more visible. However, reports of thefts at unmanned stores continue unabated.

Despite this, a company has launched a business selling 'cars'—a high-value item—through unmanned stores. Why did they make such a risky choice? I reached out to Nippon Maintenance System Co., Ltd. (hereafter, N.M.S.), which opened Japan's first unmanned car dealership.

'The decision to go for unmanned car sales was primarily due to labor shortages. This issue is pressing down heavily on the automotive industry, and indeed, many are closing down due to staffing problems,' said Mr. Ito from N.M.S., along with Mr. Watanabe, the manager of the N.M.S. Tohoku branch where the unmanned store is located.

According to Mr. Ito, for example, about 50-60% of the reasons for closures of maintenance workshops are due to labor shortages or lack of successors. Hiring new mechanics is costly, and maintenance work does not occur unless new cars are sold.

If maintenance workshops could handle everything from car sales to maintenance, they could expand their revenue sources and afford to invest in acquiring talent.

Addressing these industry-wide issues, N.M.S. aimed to create a system that allows easy car sales regardless of business type and focused on developing an unmanned sales system.

The service began in September 2023 and is currently in the trial phase at a direct store in Miyagi Prefecture.