English 
ZEALS Inc., a provider of customer service AI agents, is pleased to announce the launch of “Omakase Robotics,” a new business that integrates the voice AI agent “Omakase.ai” into robotics and supports offline customer service. Nagao has been appointed as development lead, and will be developing the technology and products to deploy Omakase.ai in real-world customer service situations, as well as promoting their implementation in society.
Background of launch: The use of AI x Robotics (Physical AI*) in offline spaces is accelerating worldwide
In recent years, advances in hardware have led to lower prices for robots offered by various robotics manufacturers, and advances in AI have dramatically improved the intelligence of robots. This has led to a turning point in which various tech companies, primarily in the United States and China, are expanding their robotics businesses.
ザールズ first entered the robotics business in 2015, but then withdrew from it, and has since expanded its chatbot business through its technology and products. In 2025, it launched the voice AI agent “Omakase.ai” in the United States, establishing a use case for voice AI in the customer service field and leading to the creation of over 15,000 AI agents worldwide.
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At Omakase Robotics, we believe that at this turning point in history, it is extremely important to establish use cases for robotics. We will integrate our experience in the robotics business and the customer service experience we have cultivated using chatbots and voice AI into robotics to support not only online customer service, but also offline. In this way, we will support industries suffering from labor shortages and share Japan’s wonderful hospitality with the world, thereby challenging our vision of “Boosting Japan and the World.”
*Physical AI is a general term for AI that recognizes the situation in the real world through cameras, microphones, and various sensors, understands the context using language AI, and then responds as the “movements” of robots and devices.The concept aims to go beyond online conversations and take on the role of handling work and customer service in real places through movement within the space, gestures, and voice interactions.
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