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

Tata Communications reports that enterprises are rapidly adding AI agents, voice AI, and automation to legacy CX systems, creating fragmented tools that force human agents to reconstruct context. Gaurav Anand argues the priority has shifted from isolated automation to context-aware orchestration, requiring a shared enterprise ontology and a real-time interaction fabric that unifies identities, conversations, transactions, and workflows across channels.