Avaya has announced its decision to partner with avatarin to extend AI-powered CX beyond traditional contact centers and digital channels into physical environments.
By combining Avaya's CX platform with avatarin's AI and robotics technologies, the companies aim to create a unified intelligence layer that connects service touchpoints.
For CX leaders, this partnership represents a shift toward a connected ecosystem where AI and humans can collaborate across both digital and physical experiences.
Marylou Maco, Chief Revenue and Customer Experience Officer at Avaya, explains how Avaya is positioning its platform as a foundation for connected, context-aware AI-driven CX.
"Avaya Infinity was built for an AI-first enterprise environment where customer experience must be connected, contextual, and trusted," she said.
"avatarin is showing how these capabilities can extend beyond the contact center into real-world environments and we are thrilled to be doing this work together to define what those experiences can become when agentic AI, physical AI and people work as one system."
The Digital And Physical Gaps
While many organizations have deployed AI in digital channels, customers still frequently need help in physical stores, airports, government offices, service desks, and other real-world environments.
This requires solving channel fragmentation by eliminating the handoffs by creating a shared intelligence layer that follows a customer across different environments.
For example, a customer may start on a website, continue in a chat, call a contact center, and then visit a physical location.
When each touchpoint operates separately, customers often have to repeat information and leave employees without context.
On top of this, the challenge becomes even greater as businesses introduce AI into more customer-facing experiences, deploying chatbots, virtual assistants, and AI-powered contact center tools centered on the digital environments.
When customers enter a physical location, the context from earlier interactions may not follow them, creating a disconnect between the two experiences rather than a single, coordinated service provider.
A Connected Service Ecosystem
To ensure disconnected journeys are unified, Avaya and avatarin are creating a single CX platform that connects digital, human, and physical service interactions into one ecosystem.
The partnership aims to eliminate these gaps by ensuring that interaction history and intent can follow customers wherever they choose to interact with an organization.
This will involve combining Avaya’s Avaya Infinity CX platform with avatarin's One Intelligence platform and physical AI technologies to connect AI assistants, agents, kiosks, signage, service desks, and in-person employees to operate from a shared source of customer intelligence.