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Avaya and Tokyo-based robotics company avatarin are expanding their partnership to bring AI-powered customer service into physical environments like retail stores, airports, kiosks, service counters, and public facilities. The idea is to connect AI agents, robotics, and human support into one shared system instead of keeping digital and physical customer experiences separate.
The companies are combining Avaya Infinity with avatarin’s robotics and AI interaction technologies to create what avatarin calls ‘One Intelligence.’ In simple terms, it means AI agents, robots, signage, web systems, voice support, and human employees all work from the same context instead of operating like disconnected channels.
The bigger shift here is that enterprises are going beyond basic chatbot experiments. Companies now want AI systems that can actually work in real world service settings where customers still need human judgment, a clean escalation support path, empathy, or multilingual help.
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The examples shared by the companies make that pretty clear. In retail, an avatarin robot could help a customer compare smart home products, check inventory, and explain compatibility issues before handing the conversation to a human electrical specialist with the full interaction history already attached. No repeating information. No starting over.
This same notion kind of works for airports too. A traveler who ends up delayed can walk up to an AI -powered robot by the gate, ask for multilingual help, and then be bumped up to a remote human specialist, who already has the full picture before they even step into the chat.
What Avaya and avatarin are really building here is not another chatbot layer. They are trying to create a shared operational system where AI handles discovery and coordination while humans step in for judgment-heavy situations. That hybrid model is becoming the real direction of enterprise AI adoption right now.
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