Insider Brief
- Avaya and avatarin are expanding their collaboration to bring AI-powered customer service into real-world settings such as retail stores and airports, moving beyond traditional chatbots and contact centers.
- The partnership combines Avaya Infinity’s customer experience platform with avatarin’s AI, robotics and One Intelligence system to connect AI agents, robots and human workers through shared customer context across channels.
- The companies said the technology is designed for situations where AI alone is not enough, allowing customers to move between robots and human experts without losing information or repeating conversations.
Avaya and avatarin have outlined the next step in their collaboration to take AI-powered customer service into places where people go and may need help and to ask questions, such as retail stores and airports.
According to the companies, the goal is to move beyond traditional chatbots and contact centers into real-world interactions will combine Avaya Infinity’s enterprise customer experience platform with avatarin’s AI, robotics and real-time interaction technology.
The goal is to create systems where AI agents, robots and human workers can operate with a shared understanding of a customer interaction, allowing people to move between digital and physical touchpoints without losing context or repeating information. The approach is designed to connect interactions across voice, chat, websites, kiosks, signage and on-site robotic systems, the companies said.
“Avaya Infinity was built for an AI-first enterprise environment where customer experience must be connected, contextual, and trusted,” said Marylou “ML” Maco, Avaya’s chief revenue and customer experience officer. “avatarin is showing how these capabilities can extend beyond the contact center into real-world environments and we are thrilled to be doing this work together to define what those experiences can become when agentic AI, physical AI and people work as one system.”
Under the partnership, Japan’s avatarin is bringing its One Intelligence platform, which creates a shared layer of information across customer touchpoints. Rather than treating robots, websites, phone systems and support staff as separate channels, the system is intended to maintain continuity as interactions move across platforms. Avaya Infinity adds enterprise workflows, customer context and human support capabilities on top of that foundation.
“One Intelligence is our vision for transforming every customer and operational touchpoint into a new problem-solving interface,” said avatarin CEO Akira Fukabori said. “With Avaya Infinity, we can connect agentic AI, physical AI and human expertise across the enterprise. Our goal is not to replace people, but to give every company a unified intelligence layer that helps customers and employees receive the right support at the right moment, wherever they are.”
The companies said they are targeting situations where AI alone may not be enough and where customers still need expert guidance or human judgment. In one example provided by the companies, a shopper could begin interacting with a robotic assistant in a store before being transferred to an in-store specialist and remote expert without restarting the conversation. In another, a traveler facing flight disruptions could receive multilingual assistance from a robot before being handed off to a human representative already equipped with the full history of the interaction.
Future efforts will focus on deployments in Japan and global markets as they continue developing systems that combine digital AI agents, physical AI interfaces and human workers into a single customer experience platform.
Image credit: avatarin
