Enterprises are adding agents faster than they are redesigning the systems those agents have to use. In customer experience, that creates a coordination problem: voice, chat, ticketing, identity, escalation, and analytics all have to work together for the agent to feel useful.
This is why orchestration is becoming the real enterprise agent layer. The hard part is not making one bot answer one question; it is routing work across tools, preserving context, handing off to humans, and measuring whether the customer actually got helped.
Pagish will watch whether agent vendors solve the workflow layer or simply add more conversational surfaces. The winners will make support systems calmer and more accountable, not just more automated.
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