Orchestration is the new challenge for CX in the age of AI agents

As enterprises deploy AI agents, they often struggle with fragmented legacy systems that lack unified context. Gaurav Anand of Tata Communications argues that the industry must move beyond isolated automation toward 'context-aware orchestration.' This approach uses a shared enterprise ontology and context layer to connect data, AI agents, and human workers, ensuring seamless interactions across channels. By synchronizing intent, conversation history, and operational data, organizations can improve efficiency while allowing human agents to focus on complex, empathetic tasks. Ultimately, the goal is to transform customer engagement from reactive support into a proactive, predictive, and unified 'Total Experience.'

(Source：VentureBeat)