GoKawiilTata Communications: Enterprises need orchestration layer, not more AI bolt-ons, for CX
Gaurav Anand, global head of Tata Communications' Customer Interaction Suite, says most enterprises have attached conversational AI and automation onto legacy customer-experience systems that were never designed for it. He argues this has left companies with disconnected digital tools rather than integrated, scalable platforms, forcing human agents to manually piece together context across siloed systems.