AI promises efficiency gains, enhanced quality, and new capabilities. Yet service providers consistently report that moving from pilots to enterprise transformation requires more than new technologies. Success demands an orchestration foundation that coordinates human expertise with artificial intelligence.
Bram Pauwels, from a global business services organisation, identifies the challenge: "Everyone was very impressed with ChatGPT initially, but as you continue to use it, frustration bubbles up , it's more clever than Google, but it's not as clever as the average person sitting next to me just yet."
This observation reveals the orchestration challenge. AI works alongside humans, augmenting their capabilities while being guided by their expertise. But this collaboration needs strong foundations.
"The AI we implement can't tap into the worldwide web for answers because our processes are unique. We need to create knowledge articles for the AI to draw from, which means writing detailed standard operating procedures," Pauwels continues. "And that's quite some work."
This foundational work represents the unglamorous but critical groundwork that separates successful AI implementations from failed experiments. Without it, AI remains a collection of point solutions unable to deliver enterprise value.
Vinti Mathur from Genpact emphasises another element: "When we say AI, we just talk about the large language models. But to make that relevant for solving problems of operations or businesses, there is a lot more stitching that is required." This "stitching" proves where orchestration platforms demonstrate their worth.
Satheesh Neelam from Cognizant provides insight into the architectural evolution: "What's truly revolutionary is that we're moving towards a future where traditional applications may become obsolete. Instead of needing specific software applications, organisations will primarily need well-structured metadata to feed Large Language Models."
He explains further: "We're creating a new architecture where you establish department-specific LLMs with a middle layer for each function, and then build AI agents on top. This approach eliminates the need for conventional applications and licences, though you'll still invest in computing power and specialised skills."
Industry leaders identify several orchestration requirements:
Process standardisation at scale. AI needs clearly defined, consistently executed processes. This means creating frameworks within which AI and humans operate effectively together.
Knowledge management systems. AI performs based on available information. Service providers must capture procedures plus the context and expertise that make them effective.
Real-time visibility. Orchestration requires seeing entire service delivery workflows, which resources handle what work, and what outcomes result. Without visibility, optimisation becomes impossible.
Intelligent resource allocation. Work must route intelligently between human experts and AI systems based on complexity, urgency, and required expertise.
Continuous improvement loops. Platforms must capture performance data and feedback to improve both AI capabilities and human processes.
Industry leaders identify several orchestration requirements:
Process standardisation at scale. AI needs clearly defined, consistently executed processes. This means creating frameworks within which AI and humans operate effectively together.
Knowledge management systems. AI performs based on available information. Service providers must capture procedures plus the context and expertise that make them effective.
Real-time visibility. Orchestration requires seeing entire service delivery workflows, which resources handle what work, and what outcomes result. Without visibility, optimisation becomes impossible.
Intelligent resource allocation. Work must route intelligently between human experts and AI systems based on complexity, urgency, and required expertise.
Continuous improvement loops. Platforms must capture performance data and feedback to improve both AI capabilities and human processes.
Leaders consistently emphasise that orchestration provides the foundation for AI success. As Bram Pauwels notes: "I think if you ask me to give a honest assessment, I think we're sort of half the way through in this right now." This candid assessment reveals both the challenge scale and the commitment required.
About Enate
Enate is the leading SaaS solution for business services. Enate orchestrates work from start to finish, giving clients the visibility and control needed to deliver better services. From email management and data analysis to intelligent document processing, Enate also offers a host of touch-button AI features designed to slash the time spent on manual work. Trusted by global service teams, Enate ensures smooth, consistent operations that help clients perform at their best.