Customer experience teams struggle to coordinate AI agents across legacy systems
Enterprises are rapidly rolling out AI agents and voice automation across messaging and digital channels, but most are attaching these tools to outdated infrastructure not designed for them. According to Gaurav Anand of Tata Communications, this rushed approach means many companies have adopted digital tools without achieving truly integrated platforms. The result is a growing need for orchestration to manage AI-driven customer interactions effectively.
The rapid deployment of AI agents has outpaced the modernization of the underlying systems they depend on. Many enterprises are layering new automation onto legacy platforms never designed for real-time, multi-channel interaction, resulting in a patchwork of disconnected tools rather than a unified customer experience infrastructure.
This gap between adoption and integration has become a central challenge for customer experience teams. Without a coordinated layer to manage AI-driven interactions, companies risk inconsistent service across messaging and voice channels. The emerging emphasis on orchestration reflects a shift from simply deploying AI tools to governing them as part of a coherent, integrated system.
The disconnect between AI deployment and legacy infrastructure could affect both businesses and consumers. Customers may encounter inconsistent responses across channels, eroding trust in automated service. Companies may face rising operational costs as they scramble to integrate fragmented systems. The push toward orchestration could reshape how customer service teams work, potentially requiring new skills and roles. However, if managed well, better coordination could lead to smoother, more reliable AI-driven experiences for everyone.