Ergün Mercan
speaker
129 appearances
1 recordings
1 series
first heard Jul 2026
last heard 13 Jul
Ergün Mercan’s voice in public audio — every appearance, attributed to the second.
Trend
recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Jul 2026 with 1.
Appearances
It's about reimagining workflows and orchestration.
Think of a customer service scenario where one agent handles the initial query, another pulls up the customer's profile and history, a third checks available services, and a fourth coordinates the resolution, all without human intervention.
They work together towards a common goal and to provide a fast, smooth solution to the customer's problem.
The simplest way to visualize it is to look at a high-performing human team, maybe.
In a traditional telco call center, you don't expect a single human agent to master billing, any complex technical troubleshooting or fraud detection and sales conversion, right?
All at once.
So you have specialized desks with process in place to ensure smooth information circulation and handoffs.
So human agents collaborate, share information with each other and hand off tasks according to areas of expertise to get the job done and resolve customer issues.
So AI agents work in a similar manner like digital team members.
Each AI agent is highly specialized and there are, for example, dedicated support agents, assistive sales agents and so on.
Multi-agent orchestration is the coordination layer that ensures these agents work together seamlessly.
So this is equivalent of process in the human teams.
On top, there is an orchestrator acting as a supervisor that assigns tasks, monitors progress, and ensures alignment over the common goal.
And although that sounds futuristic, this functionality is already with us.
As ETIA, we are offering these capabilities with our tools.
Telcos can create specialized agents for sales, marketing, or customer service.
And they can orchestrate multiple agent scenarios to carry out complex workflows.
For example, to resolve a customer complaint that requires input from multiple departments.
Such an orchestrated approach allows this digital workforce to collaborate flawlessly using open standard specifications like the model context protocol or we call MCP short.
Instead of building brittle custom APIs for every new task, MCP enables our agents to securely share contacts, discover tools at runtime and achieve shared goals predictably.
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