Avaya and avatarin Connect AI Support Across Stores, Airports, and Service Counters
Avaya and avatarin announced an expansion of their partnership to deploy AI agents and robots at physical customer touchpoints - stores, airports, service counters, and facilities - where customers currently need human help to resolve complex problems.
The collaboration combines Avaya Infinity, Avaya's enterprise software platform, with avatarin's robotics and AI technology. The goal is to give AI agents, robots, and human staff shared access to customer context across voice, chat, web, kiosks, signage, and physical robotic interfaces.
Why Contact Centers Are Looking Beyond the Phone
Fifty-five percent of business leaders expect AI agents to deliver measurable returns in customer service this year, according to Anthropic's 2026 State of AI Agents Report. Most of those experiments happen inside software. The next phase moves AI into physical spaces where customers still need guidance, trust, and the option to escalate to a human.
avatarin's One Intelligence approach treats phone, chat, web, robots, and signage as a single system rather than separate channels. When Avaya Infinity connects to that layer, customer context flows between digital and physical touchpoints automatically.
Two Real-World Examples
The home improvement store. A customer asks a social robot for help building a smart security system. The AI finds compatible products and checks inventory. When the customer asks whether their old electrical panel needs upgrading and what installation warranties cover, the conversation shifts to a technical question. Avaya Infinity routes the full interaction history to an in-store electrical specialist while queuing a remote installation coordinator. The specialist arrives with complete context. The customer never repeats themselves.
The airport gate. A traveler with a missed connection approaches an avatarin robot that already knows their itinerary and the specific delay. The system provides immediate multilingual information. When the situation requires human judgment and empathy, the handoff goes to a remote expert who sees the full interaction history and has a solution ready. The traveler is rebooked without repeating information or navigating a language barrier.
What Changes for Support Teams
Contact center staff shift from handling routine questions to managing escalations from AI agents and robots. The difference: they receive customers with full context already loaded, not starting from scratch.
For enterprises, this means AI handles discovery and routine questions across multiple channels while humans focus on judgment calls, complex problems, and situations requiring empathy. No customer has to repeat themselves when moving between channels or from AI to a person.
Learn more about AI for Customer Support and how AI Agents & Automation are reshaping support operations.
Your membership also unlocks:
