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

Developing

Confidence

70%

Impact: 60%

Updated 2h ago

Consensus Brief

Enterprises are rapidly deploying AI agents and automation across various channels, but many are struggling with integration due to legacy systems. The focus is shifting from automation to orchestration, emphasizing the need for a shared context layer to improve customer experience. Tata Communications' Interaction Fabric aims to unify AI, people, and data to enhance operational efficiency.

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VentureBeatT2

Primary: VentureBeat

What Changed Since Last Update

2h ago

The strategic priority is moving from automation to orchestration, highlighting the need for a shared understanding of customer interactions across systems.

Claim Ledger

3 claims tracked across sources

Confirmed Fact

Organizations have largely bolted conversational AI onto legacy systems.

Official Claim

The goal across industries is to make AI the connective layer between customers, employees, and enterprise systems.

Confirmed Fact

Tata Communications’ solution is the Interaction Fabric, an orchestration layer that unifies contact center, messaging, collaboration, AI, and customer data.

Role-Based Impact Analysis

Source Timeline

1 source corroborating

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

VentureBeat·2h ago