India, June 8 -- Artificial intelligence has moved well beyond chatbots and workflow automation. Enterprises are now looking at AI to anticipate customer needs, personalize interactions at scale, and act on customer signals in real time. But while the promise of AI-powered customer experience is compelling, many organizations continue to struggle with fragmented data, disconnected systems, and the challenge of moving from pilot projects to enterprise-wide adoption.

In an interaction with Dataquest, Gaurav Anand, Vice President & Global Head - Customer Interaction Suite at Tata Communications, discusses how customer engagement is evolving from reactive service to proactive and predictive experiences, why context is becoming the foundation...