Orchestration is the new challenge for CX in the age of AI agents
TL;DR
Presented by Tata Communications Enterprises are deploying AI agents, voice AI, and automation across messaging, voice, and digital channels faster than the architecture meant to support it. Most of that deployment has involved attaching conversational AI to legacy systems never built for it, says Gaurav Anand, global head of the Customer Interaction Suite at Tata Communications. "In the rush to deploy AI, organizations have largely bolted conversational AI onto legacy systems," Anand says.
Nauti's Take
The diagnosis hits a real weak spot: bolting conversational AI onto legacy stacks does not scale, and proper orchestration is a genuine opportunity to turn isolated tools into something usable. The catch: the piece is sponsored by Tata Communications, so the vendor's own answer ships with the problem statement.
CX teams should still ask the shared context layer question, whichever vendor they pick.
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