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Orchestration is the new CX battleground as AI agents multiply

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AI agent orchestration

The rush to deploy AI left a mess behind

Enterprises are rolling out AI agents, voice bots, and automation across messaging, voice, and digital channels faster than their underlying architecture can support. The result? A patchwork of disconnected systems that frustrates customers and overloads human agents.

Gaurav Anand, global head of the Customer Interaction Suite at Tata Communications, sees this problem daily. “In the rush to deploy AI, organizations have largely bolted conversational AI onto legacy systems,” he says. “Very few have platforms that are truly integrated, scaled, and capable of seamless orchestration.”

The fallout is heavy cognitive load for agents who must piece together context across disjointed tools to understand what an AI system already told a customer. It’s not just a data access problem — it’s the absence of a shared enterprise context that connects identities, interactions, transactions, policies, and journeys into a common understanding.

Traditional CX architecture was built for linear, human-driven routing. It was never designed to manage real-time data flows between autonomous AI systems, data lakes, and human workers.

Why orchestration is replacing automation as the top CX priority

As coordination problems grow, the strategic priority inside enterprises is shifting. Automation solves individual tasks. Orchestration connects them into end-to-end outcomes.

“The next evolution is context-aware orchestration,” Anand explains. “AI agents, applications, and human workers operate using a shared understanding of customers, processes, and business intent rather than isolated system records.”

Organizations are accumulating more bots, agents, and AI tools every quarter. Managing them grows exponentially more complex. The competitive advantage now sits less in deploying automation and more in how intelligently systems hand off work, collaborate, and escalate.

The trap of bolting AI onto legacy systems

Companies that simply place a voice AI agent in front of an existing system are repeating an old mistake. Instead of improving the experience, they recreate the deterministic phone menus AI was supposed to replace.

The real benefit of AI is scale, speed, and orchestration. Anand points to a wave of consolidation across the industry, as established contact center providers acquire AI-native firms to close capability gaps. The shift reflects a growing recognition: enterprises need an intelligence layer capable of orchestrating AI, people, data, and workflows across the business.

To achieve that, organizations increasingly need a common enterprise ontology — a shared business vocabulary that aligns customer data, products, policies, SOPs, transactions, and workflows across disconnected platforms.

Tata’s answer: the Interaction Fabric

Tata Communications’ solution is the Interaction Fabric, an orchestration layer that unifies contact center, messaging, collaboration, AI, and customer data. It coordinates AI agents, channels, and enterprise systems in real time.

Underpinning that orchestration is a context-driven architecture that continuously connects identities, conversations, transactions, and operational data. Interactions retain continuity across channels and touchpoints. AI and agents can move across voice, WhatsApp, chat, email, and CRM workflows without losing customer context.

Context graphs and the data gravity problem

The next phase of orchestration isn’t just coordinating tasks across systems — it’s coordinating through a shared understanding of the enterprise. Context graphs, built on enterprise ontologies, create that common understanding by connecting customers, interactions, products, policies, decisions, and outcomes across silos.

But synchronizing customer intent, conversation history, enterprise data, and AI decision-making across channels only works without lag. Legacy networks not designed for modern data frequency create what Anand calls “data gravity” — latency and inconsistent journeys as users switch channels.

“The underlying network needs to be engineered to be as agile as the AI systems running on top of it,” he says. “Interactions stay synchronous and technology itself becomes invisible, leaving only an experience that feels effortless.”

Making AI a better partner for human agents

Effective shared visibility between human agents and AI systems starts with the agent experience, not any single technology. The best implementations let both AI and human agents operate from the same contextual understanding of the customer.

Automated call summaries, real-time sentiment analysis, and AI-powered assistance give agents instant, actionable insights within their workflow. AI handles routine, high-volume tasks like password resets, delivery tracking, and account updates. Human agents focus on interactions requiring judgment and empathy.

“If a customer is facing a sudden crisis like a fraudulent transaction, the AI can instantly block the card, but it cannot provide the emotional comfort needed in that moment of panic,” Anand says. “The answer is intelligent orchestration, rather than a choice between systems.”

In practice, AI handles the technical transaction. Real-time sentiment analysis recognizes distress and routes the call to a human expert. The goal is to orchestrate AI and human agents together so efficiency never comes at the cost of brand trust.

Building a unified CX architecture

Moving from fragmented experimentation to coordinated orchestration requires technical and organizational change, Anand says. It starts with consolidating data and point solutions onto a unified, cloud-first platform.

“IT and CX teams need to work more collaboratively,” he explains. That alignment is the second necessary shift — this time at the organizational level.

At the architecture level, communication APIs need to be embedded into the enterprise’s core. Every function should operate from the same customer context instead of maintaining siloed data. This means moving beyond integration toward a contextual architecture where a shared ontology and context graph provide common understanding across CX, operations, sales, service, and AI systems.

The deeper change is a mindset shift from reactive support toward proactive, predictive, and personalized engagement — what Anand calls the three Ps.

How AI agents will shape the future of CX

Customer engagement over the next several years will be defined by real-time intelligence, increasing autonomy, and seamless orchestration across touchpoints. Persistent enterprise context will follow customers, employees, and AI agents wherever interactions occur.

“The future of CX will be defined by simplification,” Anand says. “Aligning data, infrastructure, and operating models around clear customer outcomes rather than adding more models and tools.”

The rise of AI-powered agents and agent-to-agent interactions is a defining trend. AI systems are moving beyond assisting humans to independently managing and resolving interactions, creating a largely invisible layer of engagement that improves speed and efficiency.

Human agents will increasingly work alongside AI, supported by real-time conversational intelligence and next-best-action recommendations. Anand calls this Total Experience — a unified model bringing together customer, employee, and AI-driven experiences.

“Ultimately, customer engagement will evolve from being reactive to predictive and increasingly generative,” he says. “Enterprises won’t just be responding to needs, but actively shaping and improving customer journeys in real time.”

For more on related topics, see our coverage of AI customer service trends and contact center automation strategies.

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Artificial Intelligence

XDOF, three months out of stealth, is already closing in on a $1.2B Series B

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XDOF Series B

From stealth to unicorn talk in record time

Three months. That’s how long XDOF has been out in the open. And already, the robotics data startup is in late-stage conversations to raise a Series B at a valuation hovering around $1.2 billion, according to multiple sources familiar with the negotiations. The round would be led by 8VC.

Not bad for a company that didn’t even exist publicly until June.

XDOF was co-founded in 2024 by UC Berkeley researchers Philipp Wu (CEO) and Fred Shentu (CTO). Their origin story traces back to a research project called GELLO — a low-cost teleoperation system that lets a human operator control a robotic arm from a distance. The goal? Generate training data for robots. That work produced an influential paper in robotics and, eventually, a company.

The startup’s Series A, a $70 million round announced in June, drew participation from Thrive Capital, Andreessen Horowitz, Lux, and Spark Capital. At the time, XDOF wasn’t planning to raise again so soon. But the market had other ideas.

Why investors are knocking on XDOF’s door

The reason for the sudden interest? Growth. Real, measurable growth.

XDOF’s annualized revenue is approaching $50 million, sources say. That kind of traction, so soon after a Series A, tends to make venture capitalists sit up and take notice. It also tends to make them pick up the phone.

“They weren’t out raising,” one person familiar with the situation told TechCrunch. “The VCs came to them.”

Terms aren’t final, and the total capital being raised remains unclear. TechCrunch couldn’t confirm whether the $1.2 billion valuation includes the new funding or sits on top of it. Both XDOF and 8VC declined to comment.

The Scale AI for physical robots

XDOF’s pitch is straightforward: it builds the data pipelines, collection tools, and annotation systems that frontier AI labs and robotics companies would rather not build themselves. Think of it as an outsourced data-supply chain for the robotics industry.

Investors describe XDOF as the Scale AI or Mercor of physical robotics — a nod to the data-labeling giants that powered the AI boom. The comparison makes sense. Large language models trained on the entire internet. Physical robots? They don’t have that luxury. There’s no massive, ready-made dataset of real-world robot interactions sitting online. That scarcity makes data collection the critical bottleneck on the road to general-purpose machines.

Wu felt that bottleneck firsthand as a PhD student. His research on how robots learn from large datasets kept hitting the same wall: “large-scale data to work with” simply didn’t exist, he told TechCrunch in June.

Building the ABC dataset

XDOF is tackling that problem head-on. The startup is partnering with UC Berkeley’s AI Research lab to release what it believes is the largest collection of high-quality robot training data ever assembled. The dataset is called ABC.

Collecting that data requires a hybrid approach. XDOF combines remote robot teleoperation with human collectors who wear sensors to record everyday tasks. Think folding clothes. Flattening boxes. The mundane, physical chores that robots still struggle to master.

The company plans to hire and train teams of data collectors around the world. Two main roles are emerging:

  • Teleoperators who steer robots remotely to demonstrate tasks
  • Egocentric operators who wear body sensors to capture natural movement data

Early traction and the competitive landscape

XDOF has already signed up 20 customers, including several frontier AI labs, according to previous statements to TechCrunch. That customer base, combined with the revenue trajectory, helps explain the valuation chatter.

But XDOF isn’t alone in this niche. Other startups chasing real-world data for robot training include Mecka AI. And the human-data platforms that started with LLMs — like Scale AI and Micro1 — are expanding beyond text and images into physical domains.

The race to build the data infrastructure for physical AI is heating up. Whoever wins it will effectively control the fuel supply for the next generation of robots. That’s a position worth paying up for.

Whether the $1.2 billion valuation holds remains to be seen. Deals at this stage can shift. But the fact that XDOF is even in this conversation — three months after emerging from stealth — says something about the demand for what it’s building.

For more on how data is shaping the future of AI, check out AI data labeling trends and robotics funding rounds in 2024.

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Artificial Intelligence

New York City Pulls AI From Younger Classrooms—Here’s Why It Matters

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NYC AI ban

New York City Just Hit Pause on AI in Classrooms

New York City Public Schools is drawing a hard line: no generative AI for students from 2-K through eighth grade during the 2026-2027 school year. That’s over half a million kids walking into classrooms next week without access to AI-powered tools.

The district says it will remove software with student-facing AI features and block AI companion chatbots. High schoolers? They’re exempt. This isn’t a blanket ban—it’s a targeted move to decide when kids should actually start using the technology.

Mayor Zohran Mamdani put it bluntly: “The tech industry wants us to believe that AI-powered early education is not only inevitable, but necessary. We do not see it that way.”

Why NYC Is Worried About AI for Younger Students

The fear isn’t just that a kid will ask ChatGPT to write an essay. City officials want younger students to build core skills—critical thinking, creativity, communication—without leaning on AI as a crutch. They’re also pushing for stronger human connections in classrooms, not another screen.

Schools Chancellor Kamar Samuels said the city refuses to assume that innovation automatically equals more technology in front of students. It’s a deliberate slowdown, and it follows last year’s bell-to-bell cellphone ban that already limits device use during school hours.

What Happens When Kids Reach High School?

AI doesn’t vanish once students hit ninth grade. Instead, the district plans to roll out AI literacy classes twice a year. The goal? Teach teenagers how to think critically about the technology before they become dependent on it.

That’s a different approach from just saying no. It’s about timing—letting younger minds develop without AI, then giving older students the tools to question it.

The National Battle Over AI in Education

NYC’s decision sits at the center of a much bigger fight. The White House has pushed educators to embrace AI responsibly. Some teachers already use it to craft lesson plans, give feedback, or break down tough subjects. But not everyone’s on board.

The Department of Health and Human Services recently gathered childhood experts to talk about excessive screen time. Officials have also called for tougher safeguards around social media and AI. The message? Kids are spending too much time in front of screens, and AI might make it worse.

A Bold Experiment With Zero AI

Here’s what makes NYC’s move so interesting: instead of asking how much AI younger students should use, the largest school district in the country is starting with none. For one academic year, they’re testing whether classrooms are better off with AI kept outside the door.

That’s a radical stance, and it’s not without critics. Some educators argue AI can personalize learning or help struggling students catch up. But NYC is betting that a year without AI will reveal what kids actually need—not what tech companies think they need.

What This Means for Parents and Teachers

If you’re a parent in NYC, expect changes. AI-based apps may disappear from your child’s school day. Teachers will need to plan lessons without generative AI tools. And students in grades 2-K through 8 will rely more on traditional methods—paper, pencils, and human interaction.

For teachers elsewhere, this could be a signal. NYC is the biggest district to take this stance, and its findings could shape policies nationwide. The next year will be watched closely by educators, policymakers, and tech giants alike.

What Happens Next?

The district will spend the year studying how generative AI affects students before deciding what comes next. That research could lead to a permanent ban, a partial rollout, or something entirely different.

For now, NYC is making a statement: childhood shouldn’t be an AI beta test. Whether that’s the right call or a step backward, we’ll know more in 2027. Until then, the debate over AI in schools just got a lot more interesting.

If you’re curious about how AI is shaping other areas, check out our take on AI in education trends or classroom technology policies.

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Artificial Intelligence

Meta’s Muse Spark 1.3 takes on GPT-5.6 and Claude — but can it really win?

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Muse Spark 1.3

Meta just fired a serious shot in the AI arms race

The company quietly unleashed Muse Spark 1.3, its most advanced AI model to date, and it’s aiming straight at the top dogs. Developers can already access and pay for the update, which Meta says represents a massive leap forward in performance.

It won’t stay confined to the developer sandbox for long. Over the coming weeks, the model will roll out across Instagram, Facebook, and the Meta AI assistant — putting it in front of billions of everyday users.

What makes Muse Spark 1.3 actually different?

Meta’s Chief AI Officer, Alexandr Wang, didn’t mince words. He called this “the biggest jump so far on model performance,” pointing to serious gains in two areas: coding and agentic tasks — the kind where the AI acts on your behalf rather than just answering questions.

But here’s the catch. Wang told Bloomberg that Muse Spark 1.3 is competitive with Anthropic’s Claude Fable 5.1 and even beats OpenAI’s GPT-5.6 Sol at coding. That’s a bold claim, especially with OpenAI’s upcoming Astra model lurking in the wings.

Take those comparisons with a grain of salt, though. Benchmarks can be gamed, and a model that crushes one test might stumble on a totally different task. Real-world performance is what actually matters.

Efficiency gains under the hood

Wang broke down a few upgrades that set Muse Spark 1.3 apart:

  • 25% fewer tokens needed to complete the same job — meaning lower costs and faster responses
  • Multi-workflow handling — it can juggle several tasks at once instead of forcing separate sessions
  • Better context retention across long, complicated instructions
  • Self-awareness of limits — the model now pauses to ask for clarification before taking any irreversible action

That last point is quietly important. AI that knows when it doesn’t know is a big step toward trustworthiness, especially for agentic use cases.

Pricing stays flat, adoption explodes

Here’s something developers will appreciate: Meta isn’t raising prices. Muse Spark 1.3 costs the same as its predecessor, Muse Spark 1.2. That’s a smart move when rivals are hiking rates.

Wang told Bloomberg that adoption on Meta’s developer platform has been strong — some users are burning through trillions of tokens every week. Those numbers suggest real usage, not just hype.

What about open-source fans? Meta hasn’t decided whether it will release the model’s weights — the blueprint that lets outside developers build on top of it. The older Muse Spark 1.2 weights are still headed for release, but the new model’s future remains unclear.

The bigger picture: Meta’s spending spree continues

Meta is still pouring billions into AI infrastructure, and Muse Spark 1.3 is the clearest signal yet that the company believes it’s closing the gap with OpenAI and Anthropic. Whether that’s true or just corporate bravado will play out in the benchmarks and real-world deployments over the coming months.

For now, the model is available to developers, and the app rollout is imminent. If you’re building on Meta AI tools, this update is worth a serious look. And if you’re just a curious user, you’ll likely meet Muse Spark 1.3 in your Instagram feed sooner than you think.

One thing’s certain: the AI race just got a lot more interesting.

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