Avaya has announced a partnership with Tokyo-based robotics startup avatarin Inc. to integrate Physical AI into the modern customer experience ecosystem.
By leveraging the Avaya Infinity platform, avatarin is bridging the gap between digital support and physical presence. The collaboration enables the orchestration of AI-powered social robots alongside traditional chat and voice channels, creating a unified “tandem care” approach for sectors including travel, retail, and government services.
The Vision of One Intelligence
The integration aims to solve a common friction point in CX: the disconnect between on-site physical assistance and remote digital support. Through Avaya Infinity, avatarin ensures that context is preserved across every touchpoint. Whether a citizen interacts with a social robot at a local government counter or later follows up via a phone agent, the real-time history of the interaction remains intact.
Akira Fukubari, CEO of avatarin Inc., commented on the move toward unified intelligence:
“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.”
Powering the Hybrid CX with MCP
A key technical driver of this partnership is Avaya Infinity’s utilization of the Model Context Protocol (MCP). This allows avatarin to maintain a seamless flow of information between digital divisions and frontline employees.
The platform’s AI-agnostic nature provides avatarin with the flexibility to switch between AI tools while maintaining the security and data sovereignty required by enterprise-level operations. This hybrid cloud approach allows organizations to innovate at the “speed of AI” without sacrificing the reliability of on-premises infrastructure.
Marylou Maco, Chief Revenue and Customer Experience Officer at Avaya, stated:
“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.”
The Rise of Agentic and Physical AI
The partnership arrives as the industry pivots toward Agentic AI—autonomous systems capable of acting as force multipliers for human staff. According to Deloitte’s 2026 State of AI in the Enterprise report, 74% of organizations plan to deploy agentic AI within the next two years.
Furthermore, the adoption of Physical AI (robotics and autonomous systems) is accelerating globally, with a projected 80% adoption rate by 2028. The Asia Pacific (APAC) region is currently leading this charge, with 71% of organizations already implementing these technologies.
Reflecting on the market data, Marylou Maco added:
“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.”
As the world moves toward a future where automated systems and human experts must work in lockstep, the Avaya and avatarin integration aims to set a new benchmark for how organizations can unify the customer journey across the digital and physical worlds.