Avaya, a leader in enterprise software, is teaming up with avatarin Inc., an AI robotics company from Tokyo.
This partnership aims to transform how businesses connect with customers online and offline.
At the core of this partnership is integrating Avaya Infinity® with avatarin’s AI robots and real-time interaction tools. Together, they aim to offer faster, smarter, and more personalized customer support experiences.
These platforms work together to create connected customer experiences. They go beyond what traditional call centers offer.
Why This Partnership Matters
Businesses are investing heavily in AI to enhance customer engagement. Yet, many face challenges in linking digital services with real-world support.
Today’s customers want fast, smart, and personalized help anytime. This could be at airports, malls, retail stores, or community centers.
This partnership seeks to close the gap by combining AI technology with human support. This creates smooth experiences in both digital and physical spaces.
AI in Retail: Smarter Support for Shoppers
Imagine walking into a home improvement store for help with a smart home security system.
Instead of looking for a staff member, you can talk to an AI robot or kiosk. This system recommends products, checks live inventory, and explains how devices work together.
If customers have questions about wiring or warranties, Avaya Infinity helps. It connects them to a human expert.
The transition is smooth. The specialist views the entire conversation history, so the customer won’t have to repeat anything.
Transforming the Airport Experience
AI support is being developed for travel, too. Robots at departure gates can speak many languages, check flight info, and explain delays. If a human agent is needed, the system quickly escalates. This lets the expert join the conversation with full context. It reduces frustration and speeds up resolution times.
What the Leaders Are Saying “avatarin’s One Intelligence™ vision makes every customer interaction a true opportunity for engagement.”
By combining AI agents, physical robots, and human expertise with Avaya, we deliver the right help at the right time.”*
— Akira Fukabori, CEO, avatarin Inc.
“Avaya Infinity is purpose-built for AI-first businesses that need reliable, connected customer experiences. avatarin’s robotics demonstrate how customer engagement can extend far beyond the walls of a contact center.”
— Marylou “ML” Maco, Chief Revenue & Customer Experience Officer, Avaya
What’s Next
Both companies plan to expand the partnership with a focus on the Japanese market and broader global opportunities, developing integrated systems that bring together AI agents, robotics, digital interfaces, and human specialists into one unified customer experience layer.
