CSG Xponent Agent Orchestration
Build Intelligent Agents That Act When It Matters
CSG Xponent helps you design, orchestrate, and scale AI agents that understand context, act when needed, and create better customer experiences while balancing control and reducing risk.
The intelligence behind adaptive customer experiences
Most organizations struggle to scale AI without creating silos or risk. Agent Orchestration changes that. It integrates easily into existing tech stacks, coordinating both Xponent and third-party agents to improve key moments like authentication, billing, and fraud resolution—all while keeping data secure and systems in sync.
How AI Agent Orchestration Works
Step 1: Build Your Agents
Move faster without waiting on development resources.
Designed for business users, the agent builder enables teams to create and deploy modular, configurable agents that only activate when needed. Each agent is designed to handle a specific task—for example, fraud resolution, password recovery, or billing explanation.
Step 2: Orchestrate with Hybrid Logic
Balance rules and intelligence to drive both control and innovation.
Xponent’s hybrid orchestration combines the reliability of rule-based flows with the adaptability of AI-driven agents. Create methods that adapt between deterministic and agentic logic—maintaining oversight and compliance while enabling agents to personalize and improve experiences in real time.
Step 3: Connect Across Systems
Extend with MCP and external agents.
Agents don’t live in isolation. Through Model Context Protocol server (MCP) and open integrations, Xponent agents can call APIs, connect to databases, and collaborate with third-party AI agents.
Step 4: Deliver Real Impact
Agents that improve journeys, not just processes.
Hybrid orchestration means customers move faster, support costs drop, and trust grows without sacrificing security. Industry-leading orchestration keeps agents aligned to the broader journey strategy.
Why CSG for Agent Orchestration
Hybrid Orchestration Done Right
Most platforms swing between two extremes—rigid rule engines or unpredictable AI. CSG blends both. Our hybrid orchestration blends deterministic logic with intelligent agents, creating a system that’s both adaptive and accountable. This balance lets businesses innovate safely, reduce operational risk, and maintain stability even as new AI capabilities are introduced.
Agents Built for CX, Not Just Automation We don’t just drop in generic bots. Our agents are tuned for customer interactions that matter—fraud checks, billing clarity, payment recovery.
Open and Extensible Xponent connects easily with your existing tech stack with no heavy rebuilds required. Using MCP server and open integrations, you can link Xponent-native, third-party, or custom agents while keeping legacy systems running smoothly.
Proven Expertise CSG has decades of experience in secure, regulated industries (telecom, finance, healthcare). We know how to balance compliance, trust, and ease of use in a way others can’t.
Learn how leading brands balance innovation with control.
Frequently Asked Questions
An AI agent is a digital helper designed to step in during customer journeys when rules aren’t enough. Like roadside assistance, agents activate only when needed reading context, making decisions, and taking action on things like failed payments, password resets, fraud checks, or billing questions.
Agent orchestration is the coordination layer that decides when agents should act, what data they need, and how they interact with other systems. Xponent uses a hybrid approach, combining fixed rules for control with agents for flexibility, so customer journeys are both reliable and adaptive.
Many solutions rely only on rules (rigid) or only on AI (unpredictable). CSG blends both. Our hybrid orchestration ensures journeys stay safe and compliant, while agents add the intelligence to handle unstructured inputs, gray areas, and real-world complexity.
Yes. Through MCP server and open integrations, you can connect third-party agents, APIs, and data sources. Xponent doesn’t lock you in—it orchestrates all your agents in one place.
MCP (Model Context Protocol) is a framework that allows AI models, like ChatGPT, to securely connect with external tools, data, and systems. It standardizes how models access information and perform actions, making AI more useful, flexible, and reliable across different applications.
Common use cases include:
- Fraud Check Fallback Agent → interprets messy fraud responses, retries, and escalates if needed.
- Password Recovery Agent → guides customers through self-service resets.
- Billing Explainer Agent → answers free-form bill questions with grounded data.
- Journey Routing Agent → detects intent and routes to the right channel.
Trust requires transparency. Every agent follows strict guardrails. Actions are validated against rules and thresholds, and emergency checks trigger escalation when risk is too high.
Hybrid orchestration is the coordination of customer journeys using both deterministic rules and AI-driven agents. It blends the reliability of structured workflows with the flexibility of intelligent automation. In practice, hybrid orchestration allows brands to maintain compliance and control while adapting to real-time context—so every interaction feels personalized, timely, and aligned with business goals.