Avaya and avatarin are extending their collaboration to connect AI agents, robotics, and human expertise across physical and digital customer experience environments using Avaya Infinity and avatarin’s One Intelligence framework.
Avaya and avatarin Inc. have expanded their collaboration to develop AI-powered customer experience environments that connect digital AI agents, robotics, and human expertise across enterprise touchpoints. The initiative combines Avaya Infinity with avatarin’s AI, robotics, and real-time interaction technologies to support customer interactions beyond traditional contact centre environments.
The next phase of the partnership focuses on enabling shared intelligence across voice, chat, web, kiosks, signage, robotics, and on-site enterprise interactions. According to the companies, the approach is designed to help organisations deliver connected customer journeys while maintaining real-time context and seamless escalation between AI systems and human experts.
The companies said the collaboration supports growing enterprise demand for AI-driven service operations in physical environments such as retail stores, airports, public facilities, and service centres, where customers increasingly expect personalised assistance and contextual support.
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Extending AI Beyond the Contact Centre
The collaboration is built around avatarin’s One Intelligence framework, which is designed to create a shared intelligence layer across customer engagement and operational touchpoints rather than treating communication channels independently. With Avaya Infinity, the system integrates enterprise workflows, customer context, and human support capabilities into a unified environment.
The companies outlined several real-world customer experience scenarios enabled through the partnership. In one example, a customer visiting a home improvement store interacts with an AI-powered robot to identify compatible smart home security products and inventory availability. When the conversation shifts to technical installation requirements and warranty considerations, the interaction is escalated to an in-store specialist and remote installation coordinator with the full customer context preserved throughout the engagement.
Another example focuses on airline passenger support, where avatarin social robots provide multilingual assistance for travellers experiencing flight disruptions. The platform enables real-time handoff to remote human experts with complete interaction histories, helping reduce friction during rebooking and support processes.
“One Intelligence is our vision for transforming every customer and operational touchpoint into a new problem-solving interface. 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,” said Akira Fukabori, CEO, avatarin Inc..
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Connecting Human Expertise with AI Workflows
The companies said the partnership reflects a broader shift toward enterprise environments where AI systems and human employees operate together within connected customer experience ecosystems. The approach is intended to support contextual engagement, operational continuity, and faster issue resolution across both physical and digital channels.
“Avaya Infinity was built for an AI-first enterprise environment where customer experience must be connected, contextual, and trusted. avatarin is showing how these capabilities can extend beyond the contact centre 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,” said Marylou “ML” Maco, Chief Revenue and Customer Experience Officer, Avaya.
Looking ahead, Avaya and avatarin plan to continue developing implementation models and joint market opportunities across Japan and global markets, focusing on environments where AI agents, physical interfaces, and human expertise can operate within a unified customer experience framework.
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