The first AI agent governance and orchestration platform for complex CX

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Today, we launched Zingtree's AI agent governance and orchestration platform, built for contact centers and customer operations in complex, regulated industries. It empowers teams to resolve high-stakes customer support issues while keeping oversight of AI agents, managing cost and latency, and meeting compliance requirements.

Join our webinar on December 2nd to learn more and see a demo of the new platform.

Why governance and orchestration is critical

As the adoption of AI agents in customer service continues to accelerate, increasing nearly 70% from 2025 to 2026, governance has struggled to keep pace. Gartner predicts that 40% of enterprises will demote or decommission autonomous AI agents by 2027 due to governance failures.

For contact centers in regulated industries such as healthcare, insurance, and financial services, that gap is a real business risk. The hard part is governing AI agents at scale, across systems and channels, while grounding them in source-of-truth business context, decision logic, and compliance requirements.

Most AI agents can reliably reset a password or check a shipment status. The next frontier of AI opportunity is addressing the complex: automating what's possible, and supporting human teams when critical requests are escalated.

Bringing determinism to AI

Zingtree runs on Zing Engine, a hybrid engine that combines agentic reasoning with deterministic control.

• Required steps are enforced every time. Identity verification, eligibility checks, and policy thresholds run as deterministic flows outside the AI model.
• Guardrails check every action. Before an AI agent executes an action, such as a refund above a policy limit, guardrails check it and block it if needed.
• Every decision can be audited. Zingtree logs every answer and action an AI agent takes.
• Agentic reasoning leads everywhere else. AI interprets intent, navigates ambiguity, generates responses, and determines the next best action.

One platform, three complementary products

Build once, deploy everywhere. Zingtree is a unified governance and orchestration layer that ensures both AI agents and human agents follow your policies and procedures, and delivers enhanced customer experiences at every step in the journey.

• Self-Service. AI agents resolve issues autonomously and bring in your team when your rules call for it, with full context.
• Copilot. Inside your existing CX tech stack, AI assists human agents by drafting replies, looking up customer and product information, checking policies, and guiding agents through required steps.
• CX Operations. Working behind the scenes, Zingtree orchestrates end-to-end journeys. It reaches out proactively before customers have to ask, and automates the back-office work needed to complete every resolution across systems, teams, and other AI agents.

Built for Complex CX Journeys

• Built for flexibility. Zingtree can power the entire customer experience across chat, voice, and email, and integrates with CRM and CCaaS platforms. It can also be deployed headlessly through MCP and API, applying one set of rules, logic, and policies to external systems and AI agents.
• Built for CX operations. Zingtree was built for the high-volume, real-time, compliance-intensive demands of the contact center. Fixed steps run as rule-based automation that doesn't use AI tokens, optimizing AI cost and speed and keeping outcomes predictable.
• Built for end-to-end CX journeys. Zingtree captures customer signals and system events, anticipates needs, and reaches out before customers have to ask. It also coordinates back-office work such as eligibility verification, document processing, and claim submissions.

What's new

Zingtree still powers guided self-service experiences and contact center agent guidance and scripting, yet now CX teams can do so much more:

• Trigger automation from customer signals and events
• Connect with external AI agents and systems through MCP, and run Zingtree workflows within other applications
• Power customer experiences across chat, voice, and email
• Build and optimize workflows faster with enhanced authoring
• Automate work before and after customer interactions

See it live

Join us on December 2 for a webinar to learn more, ask questions, and see a demo.

Frequently asked questions

What is Zingtree's agentic governance and orchestration platform?

An AI-native platform that lets contact centers in complex, regulated industries deploy AI agents while keeping oversight, managing cost and latency, and meeting compliance requirements. It runs on Zing Engine, Zingtree's hybrid engine.

What does "agentic reasoning with deterministic control" mean?

Required steps run as deterministic flows outside the AI model, so they're enforced every time. Everywhere else, agentic reasoning interprets intent and decides the next best action.

How does Zingtree support AI governance and auditability?

Guardrails check every action before an AI agent executes it, and Zingtree logs every answer and action, so each decision can be audited.

How does Zingtree help control AI cost and latency?

Fixed steps run as rule-based automation that doesn't use AI tokens, which lowers AI cost, improves speed, and keeps outcomes predictable.

Where can I see it?

Join our December 2 webinar to learn more, ask questions, and see a demo.

Do I need to replace my CRM or contact center platform?

No. Zingtree integrates with CRM and CCaaS platforms and can be deployed headlessly through MCP and API.

I'm a current Zingtree customer. Do I need to change anything?

There's no requirement to migrate. Your Zingtree team can help you explore the new capabilities and discuss whether and when a transition makes sense for your business.