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.
One in four customer interactions are affected by repeated explanations, manual escalations, incomplete context and resolution delays, per aTalkdesk CX surveyreleased on Tuesday. The key culprits include disjointed knowledge management systems with incomplete data.
IT and CX leaders are no strangers to technology projects aimed at streamlining operations and enhancing efficiency. Today, that means many are familiarizing themselves with the idea of AI orchestration — what it is, how to implement and how their organizations might benefit.
