OnviSource Unveils ChatOrchestra™: Revolutionizing Contact Centers with Intelligent AI Workforce
On January 20, 2026, OnviSource revealed ChatOrchestra™, a groundbreaking Conversational Agentic AI that transforms conventional perceptions of AI from mere tools into an intelligent workforce tailored for contact centers. Designed to meet the complexities of modern customer service demands, ChatOrchestra empowers organizations to define objectives using natural language, either through chat or voice, and facilitates the effective coordination of virtual AI roles alongside human agents.
This innovative solution addresses various operational challenges prevalent in today’s contact centers, such as expanding communication channels, increasing customer expectations, and pressure from regulatory compliance. Unlike traditional AI solutions that often operate in silos, ChatOrchestra presents a cohesive system where AI interacts dynamically and autonomously.
Key Features of ChatOrchestra:
- AI-Native Architecture: Optimized for intelligent execution, it allows for reasoning, adaptation, and intelligent interaction.
- Consultative Intelligence: Provides advanced analytics and real-time guidance to agents, ensuring informed decision-making.
- Governance and Compliance: Integrates Human-in-the-Loop controls to analyze outcome requests and address compliance and ethical concerns before execution.
- Continuous Learning: Enhances capabilities through dynamic knowledge accumulation, improving customer interactions and operational metrics.
According to Francisca Crous-Alegria, COO of OnviSource, "ChatOrchestra represents the evolution of AI in the workplace—transitioning from tools to collaborative team members that augment human performance." By harnessing its advanced AI capabilities, organizations can significantly enhance customer experiences, streamline workflows, and foster efficient governance practices.
OnviSource stands out as a pioneer in the contact center domain, boasting over 21 years of experience in integrating intelligent systems. With its OmVista One platform housing a comprehensive suite of AI applications, ChatOrchestra is positioned to redefine operational standards in contact centers globally.
