Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications, to explore why customer journeys break down in real enterprises—not because of channels, but because backend systems aren’t interconnected and critical context gets lost. Gaurav unpacks the “customer journey black hole,” explains why AI pilots are creating POC fatigue, and outlines the need for an “AI operating system” that connects systems, restores context, and enables multi-agent coordination.
The conversation also covers what true “journey completion” means operationally (relevant context, low latency, and strong guardrails), how AI agents differ from bots and IVR, where TX Hub fits in the enterprise architecture as an orchestration layer on top of the contact center ACD, and why governance controls like audit trails and compliance are non‑negotiable as AI starts taking action across systems.
