Front pagesponsored · Tata Communications
Contact Center30m · 10:31 BST · 1 min read
Can Enterprises Trust AI to Do the Work, Not Just the Demo?
Tata Communications’ Gaurav Anand explains how to tell when an AI pilot is ready for production, what touchless resolution looks like in practice, how to make AI-to-human handoffs truly seamless, and where enterprises should start when scaling AI without breaking what already works
In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Gaurav Anand, Vice President and Head of Customer Interaction Suite at Tata Communications. They explore the next test for AI in customer experience: not whether it can hold a conversation, but whether it can be trusted to complete meaningful work. From qualifying leads and booking appointments to retaining customers and resolving service needs, the discussion unpacks what it takes to move from promising pilots to dependable outcomes.
A polished AI demo is one thing. Trusting it to complete work in a live customer journey is another.
Anand discusses the shift from basic automation and copilots toward AI that can carry an interaction through to a meaningful outcome. The conversation looks at what Tata Communications calls touchless resolution, where AI can move beyond answering questions to completing tasks, updating systems, and escalating to people only when needed.
In this interview, they discuss:
🔴 What separates an AI pilot that looks good from one that is genuinely ready for real-world deployment.
🔴 How businesses can decide which journeys AI should handle independently, and where human expertise still matters.
🔴 Why customer context, connected systems, and strong handoffs are essential if AI is to reduce effort rather than create more frustration.
🔴 How organizations can start with a high-friction, high-impact use case, measure the <a href="https://bitcomme.com/yum-china-to-report-third-quarter-2026-financial-results/” title=”Yum China to Report Third Quarter 2026 Financial Results”>results, and expand with the right controls in place.
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