Avaya recently announced that avatarin Inc. chose the Avaya Infinity platform to modernize its communication systems. This Tokyo-based startup began as a spin-off from ANA Holdings Inc. to advance robotics. Their new partnership bridges the gap between digital and physical customer service. The technology blends Agentic AI with Physical AI to create unique human experiences. This innovation lets remote experts project their presence into physical locations using social robots.
The system operates on the Data Intelligence Platform and One Intelligence. Both the platforms make it possible for AI, Robotics, and Contact Centers to operate together as a single unit. Another critical technology pillar is Delta Sharing. This open-source standard provides secure and zero-copy access to live engagement data. It sends interaction insights directly into the Databricks enterprise lakehouse. This process removes the operational blind spots often found in enterprise AI projects.
“Our objective is to create ‘One Intelligence’ where AI, robotics, and contact centers function as a single unit. One Intelligence leads to transforming every customer touchpoint into a new interface that delivers unprecedented problem-solving experiences. We place a strong emphasis on AI that enhances human capabilities rather than replacing them. By leveraging a hybrid model, we ensure that while AI handles scalability and responsiveness, human experts can continue to provide empathy, sophisticated decision-making, and complex problem-solving that customers demand,” said Akira Fukabori, CEO of avatarin Inc.
Advancing Customer Support Through Tandem Care
The partnership uses a Tandem Care approach to manage workflows between AI and human staff. This model pairs people with agentic AI to boost human potential. The system uses the Model Context Protocol (MCP) to link AI agents to enterprise systems. These avatarin Robots help staff assist customers at airline desks and retail floors. According to Deloitte, 74% of organizations expect to deploy agentic AI within two years.
Avaya Infinity provides Out-of-the-Box Real-Time Insights by connecting interaction data with CRM and ERP. It becomes possible for the manager to know the cause of the event and to get optimized action recommendations. Users do not have to sacrifice one aspect for another anymore. The platform supports data sovereignty while remaining AI-agnostic for total control. Global adoption of physical AI should reach 80% by 2028.
“Avaya Infinity was born in the AI age and is specifically designed to meet the broad and diverse needs of companies like avatarin, helping them give life to concepts many have only dreamed of until now. Seeing them bring to life these new Avaya Infinity capabilities in support of their ‘One Intelligence’ is truly a testament to the power of innovation at the speed of AI,” said Marylou “ML” Maco, Chief Revenue and Customer Experience Officer at Avaya.
“This data confirms that AI is moving quickly, and avatarin is a compelling example of how we help our customers turn their most ambitious ideas into reality. By providing real-time insights and customer interaction context capabilities through the flexibility of hybrid cloud, Avaya Infinity enables a tandem care approach that truly empowers the people using it. This kind of partnership defines what’s possible when we collaborate and innovate to elevate the future of customer experience,” added Maco.
Businesses can now use these avatarin Robots to provide a personal touch from any location. This partnership marks a major step toward fully integrated and multi-modal customer service.
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News Source: Businesswire.com
