Avaya, a global leader in enterprise software solutions, today announced that avatarin Inc., a Tokyo-based startup spun off from ANA Holdings Inc., selected Avaya Infinity to modernize its communications ecosystem. This unique customer experience application seamlessly orchestrates AI-powered social robots with chat and phone. Leveraging Avaya's tandem care approach and new Avaya Infinity capabilities, avatarin ensures a consistent experience for collaborative AI and human support across digital and physical environments.
avatarin selects Avaya Infinity to orchestrate AI-powered social robots with chat and phone across travel, government, and retail.
Avaya introduces out-of-the-box real-time insights, Tandem Care (AI agents augment human agents with MCP), and Delta Sharing for zero-copy data access.
Deloitte 2026 State of AI report: 74% of organizations expect to deploy agentic AI within two years.
Deloitte: physical AI global adoption projected to reach 80% by 2028; APAC leads at 71% implementation.
avatarin's One Intelligence strategy unifies AI, robotics, and contact centers as single unit.
Avaya Infinity supports private, on-prem, and hybrid environments with AI-agnostic capabilities.
“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,” said Akira Fukubari, CEO of avatarin Inc. “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.”
Scaling for the AI era, avatarin is creating a seamless flow of information sharing between digital divisions and frontline employees. Leveraging Avaya Infinity with Model Context Protocol (MCP), avatarin ensures that whether a customer speaks to a phone agent, interacts via chat, or engages with a social robot on-site, the real-time context of the entire conversation is preserved and passed across channels.
Out-of-the-Box Real-time Insights: Optimizes the contact center by combining customer interaction data with enterprise business data from systems like CRM and ERP, so customer experience business managers immediately understand not only what happened, but also why it did, and suggests optimized business actions.
Tandem Care: Designed to exponentially increase human potential by pairing people with agentic AI for self-service and automation. AI agents augment human agents, using Model Context Protocol (MCP) to connect to enterprise systems like billing and CRM, for secure, real-time context and task execution.
Delta Sharing: Fuels enterprise AI with real-time customer interaction context, generating insights from the contact center. Using the open Delta Sharing standard, this secure, zero-copy access to live engagement data eliminates complex ETL processes.
According to Deloitte's 2026 State of AI in the Enterprise report, 74% of organizations expect to deploy agentic AI within the next two years, indicating AI agents serve as “force multipliers” that allow humans to shift into more strategic roles. Deloitte also highlights that the use of physical AI is accelerating, with global adoption projected to reach 80% by 2028. This movement is currently being led by the Asia Pacific (APAC) region, where 71% of organizations have already implemented these technologies, compared to 56% in both the Americas and EMEA.
“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,” said Marylou “ML” Maco, Chief Revenue and Customer Experience Officer, Avaya. “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.”
Avaya is an enterprise software leader that helps the world's largest organizations and government agencies forge unbreakable connections.
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