Avaya and avatarin Extend AI-Powered Customer Experience Beyond Contact Centers

Morristown, New Jersey / Tokyo — May 26, 2026 — Avaya, a global leader in enterprise software solutions, and avatarin Inc., a Tokyo-based AI and robotics company originating from ANA Holdings, announced today a new initiative to combine Avaya Infinity® with avatarin’s AI, robotics, and real-time interaction technology. This collaboration aims to extend AI-powered customer experiences from traditional contact centers into real-world settings such as retail stores, airports, service counters, and public facilities.

This initiative envisions leveraging these technologies across all physical customer touchpoints, including store locations, airports, and operational sites. Avaya and avatarin aim to create an environment where AI agents, physical AI interfaces, and human experts operate seamlessly, sharing a common context across voice, chat, web, robotic interfaces, digital signage, and kiosks.

## Background and Real-World Use Cases

Many companies are already piloting AI agents in various software business processes. According to Anthropic’s '2026 State of AI Agents Report,' 55% of surveyed corporate decision-makers expect AI agents to generate ROI in customer service operations this year.

avatarin’s 'One Intelligence™' approach is designed with this shift in mind. Instead of treating phone, chat, web, signage, robots, and human support as siloed channels, 'One Intelligence™' builds a shared intelligence layer across all customer and operational touchpoints. With Avaya Infinity, this layer integrates with enterprise customer experience workflows, real-time context, and human support.

### Use Case 1: Supporting Customers Purchasing Smart Home Devices
In large retail stores, the solution enables a seamless buying experience where assistance is transferred from AI to specialized human staff. When a customer asks complex questions about smart security systems, the AI provides product lists and comparisons. If the customer requires professional consultation, Avaya Infinity orchestrates the handover to a specialist while maintaining the dialogue history, ensuring the customer does not have to repeat themselves.

### Use Case 2: Assisting Travelers at Airport Gates
Travelers facing complex flight connection delays are met by social robots equipped with up-to-date travel and compliance information. The platform provides accurate information in multiple languages, transforming stressful situations into efficient, personalized customer service experiences.