OnviSource announced the release of ChatOrchestra™, a breakthrough Conversational Agentic AI designed to fundamentally transform contact center operations. By “un-tooling AI” and shifting it from a collection of tools to an intelligent, governed workforce, ChatOrchestra introduces a new paradigm for enterprise automation-where AI reasons, advises, executes, and continuously learns and improves as a teammate alongside human teams.
Built specifically to address the growing complexity of modern contact centers, ChatOrchestra delivers solutions to address challenges such as expanding communication channels, rising customer expectations, regulatory pressures, cost constraints, and high agent attrition. Unlike traditional AI products that operate in silos and rely on dashboards and manual configurations, ChatOrchestra enables organizations to state their desired outcomes in natural language-via chat or voice-and it then delivers them.
ChatOrchestra functions as an AI-orchestrated workforce, combining consultative intelligence, advanced analytics, agentic autonomy, real-time agent guidance and engagement, workflow automation, and built-in governance with Human-in-the-Loop controls. Before execution, it analyzes the users’ outcome requests, explains its reasoning, suggests improvements, flags compliance and ethical risks, and empowers informed, data-driven, and timely decision-making. Once approved, it autonomously coordinates specialized AI agents to deliver measurable outcomes on a scale.
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“In 2026, AI is no longer a tool. With ChatOrchestra, we “un-tool AI” and transform AI tools to AI teammates where AI becomes your employee, operating as a well-coordinated team of virtual consultants, analysts, supervisors, and operational staff – learning and growing with your company,” said Francisca Crous-Alegria, Chief Operating Officer of OnviSource.”ChatOrchestra is not automation replacing people—it is intelligence partnering with people and augmenting their performance.”
With continuous learning, long-term memory, and domain-specific language models explicitly trained for contact centers, ChatOrchestra enables organizations to improve customer experience, enhance agent performance, reduce operational complexity, and enforce governance—faster and more effectively than ever before.
“ChatOrchetsra is built as an AI-Native and Layered Architecture, optimized for intelligent execution and where AI capabilities are foundational components rather than add-ons, enabling applications to inherently reason, adapt, and interact intelligently,” said Brian Severson, Chief Product Officer of OnviSource. “Unlike general-purpose AI platforms, ChatOrchestra can be purpose-built and domain-specific for contact center environments, powered by contact-center-trained language models, domain-specific data and metadata, real-world operational intelligence, and augmented with compliance and ethics.”
ChatOrchestra represents a decisive evolution in enterprise intelligence. It shifts organizations from managing tools to collaborating with intelligent systems that reason, advise, execute, and learn. This paradigm transforms contact centers from reactive operations into autonomous, governed, outcome-driven enterprises.
SOURCE: PRWeb
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