Avaya, a global leader in enterprise software solutions, and avatarin Inc., a Tokyo-based AI and robotics company spun out of ANA HOLDINGS INC., today outlined the next phase of their collaboration: advancing a shared vision for real-world, AI-powered customer experience by combining Avaya Infinity® with avatarin’s AI, robotics and real-time interaction technologies.
Building on the companies’ recently announced work connecting Avaya Infinity with avatarin’s AI and robotics capabilities, this next phase focuses on customer-facing scenarios that go beyond the traditional contact center. Together, Avaya and avatarin will enable AI agents, physical AI interfaces, and human experts to operate with shared context across voice, chat, web, on-site robotic interfaces, signage, kiosks, and other enterprise touchpoints.
Why This Matters: Use Cases for the Real World
Many enterprises are already experimenting with AI agents inside software workflows. In fact, Anthropic’s 2026 State of AI Agents Report reveals that 55% of leaders surveyed expect to see AI agents drive ROI in customer service operations this year. The next frontier is applying those agents to real-world service environments — stores, airports, service counters, public facilities and operational sites — where customers still need guidance, trust, empathy and escalation to people who can solve complex issues.
avatarin’s One Intelligence™ approach is designed for this shift. Rather than treating phone, chat, web, signage, robots and human support as separate channels, One Intelligence™ creates a shared intelligence layer across customer and operational touchpoints. With Avaya Infinity, that layer is connected to enterprise-grade customer experience workflows, real-time context, and human support.
Example in Action: The Smart Home Hardware Shopper
In a large retail store, avatarin social robots, AI signage or kiosks deliver AI-assisted shopping with seamless expert handoff:
A customer at a home improvement store wants to build a comprehensive smart security system. They approach an avatarin social robot, asking for help finding compatible cameras, sensors, and smart hubs. The AI instantly maps the products, compares specs, and confirms in-store inventory.
When the customer asks, “Will this setup require upgrading my 20-year-old electrical panel, and how do your installation warranties work?”, the inquiry shifts from simple discovery to expert consultation.
Behind the scenes, Avaya Infinity can help orchestrate the handoff, routing the complete interaction history to an available in-store electrical specialist, while simultaneously queuing a remote installation coordinator on a tablet. When the specialist greets the customer moments later, they already have the full context of the planned project. The customer never has to repeat themselves, experiencing a single, frictionless journey from AI-guided discovery to human expert resolution. Note that this scenario can begin either online or in the store, and the same customer context can follow the shopper across digital and physical touchpoints.
Example in Action: Supporting a Frustrated Traveler at the Airline Gate
Real-time expert support for travelers, turning a point of friction into a model of efficiency and personalized customer service
A traveler facing complex connection delays can be greeted at the gate by an avatarin social robot that already has details on the itinerary and the specific disruption, as well as any compliance issues. The platform provides immediate multilingual support with clear, accurate information.
Recognizing that the situation requires nuanced judgment and empathy, the system can seamlessly hand off the conversation to a remote human expert, who joins the conversation with full digital context of the interaction and ready with a solution. The traveler is rebooked and resumes the journey without having to repeat information or navigate a language barrier.
Executive Quotes
“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.”
Looking Ahead
Avaya and avatarin plan to continue developing joint market opportunities and implementation models for Japan and global markets. The companies will focus on use cases where digital AI agents, physical AI interfaces, and human experts can be orchestrated as one system, helping enterprises modernize customer experience across both contact centers and physical environments.
Additional Resources
- Read more about Avaya Infinity on the Avaya website.
- Read more about avatarin on the avatarin website
- Watch this video to see real-life scenarios of customer experiences that unite agentic AI, physical AI and humans across channels.
About Avaya
Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections. Learn more at https://www.avaya.com.
About avatarin Inc.
avatarin Inc. is an ANA Holdings-originated startup that leverages the latest AI and robotics technologies to implement AI agents across enterprise operations, customer engagement, and devices. With the vision of “One Intelligence, Every Interface,” avatarin develops One Intelligence™, an enterprise-optimized intelligence that connects multi-AI agents across customer and business touchpoints, including voice, text, video, web, and robotics. Guided by a Human-in-Command approach, in which humans retain final control and decision-making authority, avatarin aims to help enterprises integrate and manage knowledge, workflows, and communications across channels, enhancing business decision-making and operations while maximizing customer experience.
Cautionary Note Regarding Forward-Looking Statements
Certain statements discussed in this release as well as in other reports, materials and oral statements that the Company releases from time to time to the public constitute “forward-looking statements” within the meaning of the Private Securities Litigation Reform Act of 1995 (the “PSLRA”). Generally, words such as “anticipate,” “estimate,” “expect,” “could,” “intend,” “believe,” “plan,” “target,” “forecast” and similar expressions or the negative thereof are intended to identify forward-looking statements. Such forward-looking statements reflect management’s current expectations, strategic objectives, business prospects, anticipated economic performance and financial condition and other similar matters. Forward-looking statements are inherently uncertain and subject to a variety of assumptions, risks and uncertainties that could cause actual results to differ materially from those anticipated or expected by the management of the Company. These statements are not guarantees of future performance and actual events or results may differ significantly from these statements. Actual events or results are subject to significant known and unknown risks, uncertainties and other factors, many of which are beyond the Company’s control. It should be understood that it is not possible to predict or identify all such factors. Given these risks, investors and analysts should not place undue reliance on forward-looking statements. Forward-looking statements speak only as of the date of the document in which they are made. The Company disclaims any obligation or undertaking to provide any updates or revisions to any forward-looking statement as a result of new information, future events or otherwise, except as required by law. These statements constitute the Company’s cautionary statements under the PSLRA.
One Intelligence™ is a trademark of avatarin Inc. Avaya, Avaya Infinity and the Avaya logo are trademarks or registered trademarks of Avaya LLC or its affiliates. All other trademarks are the property of their respective owners.
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