Avaya, Avatarin bring AI customer experience into the physical world

NEW JERSEY, UNITED STATES and TOKYO, JAPAN — Avaya and Avatarin announced a strategic partnership combining Avaya’s Infinity CX platform with avatarin’s One Intelligence platform to extend  agentic AI customer experience into physical service environments. 

According to a report from CX Today, the integration deploys physical AI robotics and remote-presence technology alongside Avaya Infinity’s orchestration and engagement layer, using Model Context Protocol (MCP) technology to preserve context as customers move between digital, physical, and human service interactions. 

Target deployment environments include retail stores, airports, government offices, and service desks — locations where customer interactions have historically been handled exclusively by in-person staff.

Avaya Infinity extends orchestration into physical service layers

Avaya Infinity provides the orchestration layer — managing AI agent behavior and handoff logic — while avatarin‘s physical AI units serve as customer-facing endpoints in non-digital environments. 

MCP technology preserves interaction context as customers move between digital, physical, and human channels — eliminating the repeated identification and re-explanation that signals a fragmented service experience. 

The integration’s core proposition is a single AI orchestration layer connecting digital and physical service so context, intent, and resolution follow the customer regardless of channel or location. 

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

Avatarin robots bring enterprise AI to physical touchpoints

avatarin’s One Intelligence platform transforms physical service locations — retail counters, airport kiosks, and government desks — into AI-staffed problem-solving interfaces with access to enterprise CX capabilities. 

The partnership bridges the gap between contact center AI, which has advanced rapidly, and physical service environments still reliant on in-person staff for routine interactions. 

Embedding Avaya Infinity’s AI orchestration into physical locations through avatarin positions agentic AI as infrastructure for any customer touchpoint — not just digital ones. 

“With Avaya Infinity, we can connect agentic AI, physical AI and human expertise across the enterprise,” said Akira Fukabori, Chief Executive Officer of avatarin Inc.

The Avaya-avatarin partnership reflects a broader push  enterprise technology vendors to extend AI capabilities beyond digital and contact center environments into physical locations where service interactions remain labor-intensive. 

Competitors including Cisco, Salesforce, and Genesys have each deployed agentic AI for digital and voice CX, but physical-environment AI deployment at enterprise scale remains a nascent market segment with few proven implementation models. 

Physical AI — autonomous agents capable of navigating and interacting in unstructured real-world environments — is emerging as the next expansion frontier for enterprise CX vendors beyond digital automation. 

For Avaya, the Avatarin partnership extends Infinity’s addressable market from contact center software into any physical location where customer service occurs.