Avaya and Tokyo-based robotics and AI company avatarin are expanding their collaboration to bring AI-powered customer experiences beyond traditional contact centers and into real-world environments such as retail stores, airports, kiosks, and public facilities. The partnership combines Avaya Infinity with avatarin’s AI, robotics, and real-time interaction technologies to create what the companies describe as a unified intelligence layer connecting AI agents, physical AI interfaces, and human experts across voice, chat, web, signage, robots, and in-person service points.
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The companies highlighted use cases including AI-assisted retail shopping with seamless escalation to human specialists and multilingual airport support that transitions travelers from AI guidance to live agents without losing conversation context. “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 of avatarin. Avaya said the collaboration reflects the growing shift toward contextual, AI-first customer experience systems that integrate automation with human expertise.