Avaya and avatarin are taking AI-powered customer experience into a new phase, moving beyond traditional contact centers and into real-world environments such as retail stores, airports, service counters, public facilities, and operational sites.
The companies announced the next stage of their collaboration, combining Avaya Infinity with avatarin’s AI, robotics, and real-time interaction technologies. The goal is to connect AI agents, physical AI interfaces, and human experts across multiple customer touchpoints, including voice, chat, web, kiosks, signage, robots, and in-person support.
AI Customer Experience Moves Into Physical Spaces
Many businesses already use AI agents in digital workflows. However, Avaya and avatarin are tackling a bigger challenge: bringing AI into physical service environments.
Instead of treating phone support, chatbots, websites, robots, kiosks, and staff as separate channels, avatarin’s One Intelligence™ creates a shared intelligence layer across them. With Avaya Infinity, businesses can connect that layer to enterprise-grade customer experience workflows, real-time context, and human support.
As a result, customers can start an interaction online, continue it in a store or airport, and then transition to a human expert without repeating information.
How Avaya and avatarin Could Transform Retail Support
One example from the companies involves a customer shopping for a smart home security system in a large retail store.
Shoppers can approach an avatarin robot, kiosk, or AI-powered sign for help comparing cameras, sensors, smart hubs, and product availability.
For more technical questions, such as electrical panel upgrades or installation warranties, Avaya Infinity routes customers to the right human specialist.
Because the AI system keeps the interaction history, the employee already understands the customer’s needs before joining the conversation. This creates a smoother journey from AI-guided product discovery to expert human support.
AI Robots and Human Experts at Airports
Another use case is travel disruption support at airport gates.
Passengers facing connection delays could get multilingual help from an avatarin robot. The system would already understand the traveler’s itinerary and disruption details. If the issue needs human judgment or empathy, the conversation could transfer to a remote expert. That expert would have access to the full digital context.
For airlines and travel operators, this AI-powered customer experience could reduce friction, improve service speed, and make human escalation more effective.
Why This Matters for Enterprise AI
The partnership reflects a growing trend in enterprise AI: companies are no longer looking only at chatbots or back-office automation. They are exploring how AI agents can work across digital and physical environments.
For customer-facing industries, the biggest opportunity may not be replacing employees. Instead, it may come from giving them better context and faster access to the right information.
avatarin CEO Akira Fukabori said the company’s One Intelligence vision aims to turn every customer and operational touchpoint into a problem-solving interface. Avaya executive Marylou “ML” Maco said Avaya Infinity was designed for an AI-first enterprise environment. She added that customer experience must remain connected, contextual, and trusted.
What Comes Next
Avaya and avatarin plan to expand joint opportunities in Japan and global markets. They will focus on systems where digital AI agents, physical AI interfaces, and human experts work together.
For enterprises, this could reshape AI-powered customer experience. Businesses may soon use AI robots, smart kiosks, digital signage, and human-assisted workflows to support customers beyond websites, apps, and call centers.
Key Takeaway
Avaya and avatarin’s collaboration shows how AI customer service is expanding from software-only interactions into the physical world. By connecting AI agents, robotics, and human expertise, the companies aim to create smoother, more contextual experiences across retail, travel, and other enterprise environments.
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