Avaya and avatarin combine agentic AI, physical AI, and human support to deliver connected customer experiences across voice, chat, and robotics channels.
Avaya has announced a partnership with avatarin Inc. to deploy AI-powered customer experience operations that combine agentic AI, physical AI, and human support across digital and physical service environments.
avatarin, a Tokyo-based AI and robotics company spun off from ANA Holdings, has selected Avaya Infinity to modernise its communications ecosystem and orchestrate interactions across social robots, voice, and chat channels.
According to the companies, the platform is designed to preserve real-time customer context as interactions move across AI agents, social robots, and human employees in environments such as airline reservation desks, government service counters, and retail locations.
The collaboration combines Avaya Infinity’s AI orchestration capabilities with avatarin’s “One Intelligence” strategy, which aims to connect AI systems, robotics, and human expertise into a unified customer experience framework.
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“Our objective is to create ‘One Intelligence’ where AI, robotics, and contact centres function as a single unit. We place a strong emphasis on AI that enhances human capabilities rather than replacing them,” said Akira Fukubari, Chief Executive Officer, avatarin Inc.
Connecting AI, Robotics, and Human Support
The deployment uses Avaya Infinity with Model Context Protocol (MCP) to maintain shared customer context across voice, chat, and physical AI interactions.
According to Avaya, this allows customer information and interaction history to move seamlessly between AI agents, frontline employees, and social robots without losing operational continuity.
avatarin stated that the system supports a hybrid model in which AI handles scalability and responsiveness, while human employees focus on empathy, decision-making, and complex problem-solving.
The companies said the platform enables avatarin-designed social robots to proactively engage with customers in physical environments while accessing the same real-time interaction intelligence available across digital channels.
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New Avaya Infinity Capabilities
Avaya also introduced several new capabilities within Avaya Infinity designed to support AI-powered customer experience operations:
- Real-Time Insights: Combines customer interaction data with enterprise systems, including CRM and ERP platforms, to generate operational insights and recommended actions.
- Tandem Care: Connects human agents with agentic AI using MCP to support real-time decision-making and workflow execution.
- Delta Sharing: Enables secure access to live customer interaction data for enterprise AI systems without requiring traditional ETL processes.
According to Avaya, the capabilities are designed to support hybrid cloud environments while allowing organisations to integrate and manage AI systems across customer operations more flexibly.
“Avaya Infinity was born in the AI age and is specifically designed to meet the broad and diverse needs of companies like avatarin. Seeing them bring to life these new Avaya Infinity capabilities in support of their ‘One Intelligence’ is truly a testament to the power of innovation at the speed of AI,” said Marylou “ML” Maco, Chief Revenue and Customer Experience Officer, Avaya.
The Growth of Physical AI in Customer Experience
According to the companies, the partnership reflects broader enterprise interest in combining physical AI systems with conversational AI and customer experience operations.
Avaya cited research showing increasing enterprise adoption of agentic AI and robotics technologies as organisations explore AI-driven customer engagement and operational automation at scale.
The companies stated that the collaboration is designed to help enterprises create more connected, responsive, and intelligent customer experiences across digital and physical service environments.
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