Kore.ai’s Raj Koneru Reveals the Multi-Agent CX Shift Leaders Can’t Ignore

Single chatbots are giving way to coordinated teams of AI agents that can execute workflows across systems, policies, and teams. In this interview, Rob Wilkinson speaks with Raj Koneru, Founder and CEO at Kore.ai, about why multi-agent architecture is becoming inevitable in customer experience (CX).Raj breaks down what has changed in the last 12 months as models have improved in generation and reasoning. He explains why “prompting alone is not an enterprise architecture” and why CX leaders need explicit orchestration, reusable execution patterns, and lifecycle governance if they want autonomy without chaos.The discussion also explores what goes wrong with single-bot deployments, from inconsistent answers to brittle handoffs and weak traceability, and what operational controls leaders should insist on before agents execute real tasks. Raj outlines Kore.ai’s approach to combining deterministic policy enforcement with agentic reasoning, plus the metrics that matter most in production, including observability, compliance, failure recovery, and measurable business outcomes like resolution rates and customer effort reduction.