May 13, 2026 • 5 min read
Avaya Infinity Launches Tandem Care, Real-time Insights, and Delta Sharing for Physical AI Integration
CX Analyst & Thought Leader
May 13, 2026
Today, enterprise software platform Avaya announced that Tokyo-based AI and robotics startup avatarin Inc. chose Avaya Infinity® to orchestrate AI-powered social robots with chat and phone. avatarin now leverages several new Avaya Infinity’s capabilities, including real-time insights, tandem care, and delta sharing capabilities to create a consistent customer experience driven by human-AI collaboration, real-time conversational context, and unified intelligence across both digital and physical AI environments. These environments include retail floors, airline reservation desks, and local government service counters.
“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.”
New Avaya Infinity Capabilities
Customers like avatarin now benefit from three essential Avaya Infinity capabilities:
Tandem Care
While many business communications and CCaaS vendors have bolted on AI to legacy infrastructures, Avaya Tandem Care treats AI as an operational co-processor, not simply a conversational interface.
Tandem Care pairs human agents with agentic AI that actively manages routine tasks while providing real-time contextual intelligence for more complex interactions. The system uses Model Context Protocol (MCP) to connect AI agents directly to enterprise systems like CRM, billing, and ERP platforms.
Unlike competitors' post-call analytics, Tandem Care delivers live interaction summaries, sentiment analysis, and next-best-action recommendations during active conversations, not after them. The AI monitors voice tone, conversational patterns, and historical context simultaneously, flagging smaller issues and frustration before they escalate further.
When customers are handed off from AI agents to human agents, the live agent can access the complete interaction history alongside AI insights, reducing friction and speeding up the resolution process.
Tandem Care’s proactive intervention architecture identifies omnichannel behavioral patterns that indicate churn risk, ensuring that high-stakes interactions are sent to senior agents that can save the relationship.
While competitor products offer real-time guidance, they lack Avaya Infinity’s deep MCP-based system integration – in other words, Avaya’s AI can execute tasks, not simply suggest them. Avaya's MCP adoption lets enterprises use the AI model of choice (OpenAI, Anthropic Claude, proprietary models, etc.) without vendor lock-in. This is a critical differentiator in an era where AI model performance evolves (or devolves) monthly.
Out-of-the-box Real-time Insights
While traditional CX analytics can tell you what happened, many fail to tell you why they happened.
Avaya Infinity's real-time insights capability combines customer interaction data with enterprise business data from CRM and ERP systems to create causal intelligence. The platform analyzes patterns across channels to surface the root cause of customer problems and behavioral trends.
The Unified Context Engine preserves customer history across phone, chat, and physical AI interfaces like avatarin's social robots. When a customer moves from a retail robot interaction to a phone call, the context follows.
Beyond dashboards, the system recommends specific business actions based on emerging patterns. If self-service containment drops for a specific product line, it flags the knowledge gap and suggests content updates.
Avaya's approach treats the contact center not as an isolated cost center but as a real-time intelligence engine for the entire enterprise, leveraging CX data as a strategic asset.
Delta Sharing
Avaya’s Delta Sharing capability may not be as flashy as the AI-powered features, but it’s easily the most architecturally significant announcement of the day.
While customer interactions generate massive intelligence about product issues, customer sentiment, market trends, and competitive threats, extracting this data means complex pipelines, increased latency, data quality issues, and even governance risk.
Using the open Delta Sharing protocol created by Databricks, Avaya Infinity provides secure, zero-copy access to live engagement data. Delta Sharing feeds real-time voice-of-customer intelligence directly into models to eliminate operational blind spots and enables real-time personalization at scale.
Most importantly: unlike point-to-point integrations, Delta Sharing preserves access controls and audit trails through the Databricks Data Intelligence Platform. This addresses compliance requirements (GDPR, CCPA, HIPAA) that often make enterprises hesitant to share customer interaction data.
Most competitors rely on custom APIs or middleware solutions that require significant engineering investment. This positions Avaya uniquely for enterprises running Databricks-based AI initiatives.
Why the avatarin Partnership Matters
avatarin represents the physical AI frontier that Deloitte's 2026 research highlights: 71% of APAC organizations have already implemented robotics and autonomous systems, compared to just 56% in the Americas and EMEA. Physical AI: robots that navigate spaces, interact with customers face-to-face, and execute tasks in the physical world, is the next CX battleground.
avatarin's "One Intelligence” concept requires unified context across digital agents, human agents, and physical robots. If a customer speaks to a robot, then chats with an AI agent, then escalates to a human, each interaction builds on the previous one rather than starting from zero.
The partnership also highlights a geographic strategic bet. APAC leads global Physical AI adoption, making it an ideal testing ground for capabilities that will eventually expand to Western markets.
The avatarin partnership serves as a proof point that these capabilities are real and production-ready.
But proof points don't equal market traction. The next 18 months will determine whether Avaya's architectural bets translate into competitive differentiation and revenue growth, or whether they've built impressive technology for a market that isn't quite ready.