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

Enterprises are rapidly deploying AI agents, voice AI, and automation in customer service, often on legacy systems with fragmented context.

Tata Communications says customer experience is shifting from isolated task automation to orchestration across customers, systems, workflows, and human agents.

A shared context layer and enterprise ontology can connect channels and tools, reducing agent effort and enabling more seamless service at scale.