Uluru BPO Co., Ltd. (Chuo-ku, Tokyo; President and CEO: Yuhei Okuyama), a wholly-owned subsidiary of Uluru Inc. (Chuo-ku, Tokyo; President and CEO: Tomoya Hoshi), which aims to solve labor shortage issues with its unique model utilizing "AI and human power," has introduced the AI role-playing service "Abatole" provided by AVITA Inc.※1. By having AI support the training system, which traditionally relied on role-playing (hereafter "role-play") instruction by trainers, the company aims to significantly reduce training man-hours and enable customer success (hereafter "CS") personnel to become effective quickly. ■ Background of Introduction As the use of SaaS becomes widespread, the demand for CS personnel continues to grow. To meet these market needs, Uluru BPO offers "CSer BPO"※2, which provides end-to-end CS operations support for SaaS businesses. While working to train high-quality CS personnel at its own CS centers in Fukuoka and Oita, trainers were spending over 30 hours per month on role-play instruction, necessitating the development of a more efficient and reproducible training method. Against this backdrop, the decision was made to introduce "Abatole," a service that allows users to gain practical experience through repetitive training with AI avatars. ■ New Training Model Combining Uluru BPO's Unique "CS Certification" x AI Role-Playing Uluru BPO operates its own evaluation system, "CS Certification," which defines CS personnel skills in seven levels. Each level has clear passing criteria, allowing for objective visualization of skill proficiency. This time, role-play assignments using Abatole have been incorporated as a requirement for passing the "Insight Advisor" qualification, a higher-level certification (the level at which one can propose solutions for latent customer issues). By linking the training process itself with the certification, the company aims to standardize CS education, which tends to be individualized. ■ Expected Introduction Effects 1 Re