Avaya and avatarin Expand AI-Driven Customer Experience Beyond Contact Centers Into Real-World Environments

Avaya and avatarin Inc. have announced the next stage of their strategic collaboration to bring AI-powered customer experiences from digital channels into physical environments. The expanded initiative combines the capabilities of Avaya Infinity® with avatarin’s AI, robotics, and real-time interaction technologies to create more connected and intelligent customer engagement across industries.

The partnership builds on the companies’ previously announced integration efforts linking Avaya Infinity with avatarin’s robotics and AI ecosystem. This latest phase focuses on enabling enterprises to create unified experiences across physical and digital touchpoints, including voice, chat, websites, kiosks, AI signage, social robots, and human-assisted support environments.

The pace at which firms have increased their investment in artificial intelligence-powered customer engagement solutions has made them realize the need for an alternative to the classic automation of call centers. Companies in industries such as retail, transport, hospitality, and even the public sector are discovering innovative ways of enhancing human-to-human interaction and keeping the customer’s expectations from human experience intact through artificial intelligence.

In today’s business environment, industry experts and organizational leaders have come to understand that customer experience management strategies need to go beyond communication media alone. Artificial intelligence is not restricted to simple workflows or transactional operations anymore; instead, companies are developing integrated ecosystems where artificial intelligence interacts seamlessly with humans in the process.

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From the description by the two firms, it can be seen that the technology used in avatarin’s One Intelligence™ system is aimed at facilitating the process through the creation of a single intelligent layer within both the enterprise’s operations and its customer-facing processes. The use of the Avaya Infinity platform makes it possible for AI interactions to be linked to business workflows, customer information, and real-time expert help.

An example mentioned by the two companies is the possibility of changing how consumers interact in their stores. For instance, in a big home improvement store, a consumer looking to purchase smart home security devices may approach a social robot or an AI-driven interactive kiosk from avatarin.

If the conversation moves into more advanced consultation-such as electrical compatibility or installation warranty concerns-the platform can intelligently transfer the interaction to a qualified human specialist. Avaya Infinity would provide the expert with the full context of the customer’s previous interaction, reducing friction and eliminating the need for the customer to repeat information. The experience can continue seamlessly whether the interaction begins online or inside the physical store.

The companies also showcased how the technology could improve traveler support within airport environments. In disruption scenarios involving flight delays or missed connections, an avatarin social robot stationed at an airline gate could immediately access itinerary details and provide multilingual assistance to affected travelers.

In circumstances requiring empathy, judgment, and personal troubleshooting, the platform elevates the process by connecting the user to a remote expert who enters into the dialogue with full understanding of their circumstances. This process is designed with the intention of making problem solving easier without any additional stress or communication barriers.

The partnership is indicative of an emerging trend within the industry wherein companies are utilizing artificial intelligence alongside their human experts rather than replacing them. Companies are realizing that it makes sense to prioritize customer experiences that leverage both automation and human connection.

“One Intelligence™ is our vision for transforming every customer and operational touchpoint into a new problem-solving interface,” said Akira Fukabori, CEO of avatarin Inc. “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.”

“Avaya Infinity was built for an AI-first enterprise environment where customer experience must be connected, contextual, and trusted,” said Marylou “ML” Maco, Chief Revenue and Customer Experience Officer, Avaya. “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.”