Short answer
Agent orchestration, also called agentic orchestration, is the coordination of multiple AI agents, deciding which agent handles each step, how context passes between them, and when to hand off to a human. It is the control logic that turns a collection of agents into a working system.Orchestration answers the routing questions. Which inquiry goes to which agent, in what order, with what information, and under what conditions does the system escalate rather than act. Done well, it keeps work flowing. Done loosely, it lets unverified actions reach a customer.
Aide, the AI platform for customer service, orchestrates around intent rather than around agents. Classification of every message against the team's own topics determines what is in scope, and ASOPs (Agentic SOPs) define how each intent is handled, with every route simulated on past conversations before it goes live. Coverage is decided intent by intent, not assumed across the board.
The control logic can never steer a customer into an untested path, and the intent map doubles as the routing ledger: the team can read exactly what the system handles and where its edges sit, so each expansion of scope adds to its picture of the customer base instead of blurring it. Orchestration should make the operation clearer, not more opaque.