New category of CX software introduces a persistent AI layer that unifies disparate enterprise tools, supercharging the agent experience and delivering seven-figure ROI through automation and legacy system elimination.
UJET, an AI-powered contact centre innovation, has announced Agentic Experience Orchestration (AXO), an architectural framework designed to eliminate the systemic complexity that has historically hindered the customer service industry.
For decades, the CX industry has suffered from a critical bottleneck: forcing human agents to serve as the manual integration layer between real-time conversations and disconnected enterprise tools.
This structural inefficiency requires agents to navigate billing, ERP, shipping, and other back-office systems during interactions, with up to 30% of productivity lost to swivel-chair data entry and accrued administrative debt.
AXO changes this paradigm by introducing a persistent AI layer that obscures system complexity by natively integrating with enterprise-wide data and systems.
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This persistent automation captures data at the front end using AI-first virtual agents and maintains that intelligence throughout the entire workflow, a force multiplier increasing agent capacity and throughput, and enabling more emotive, empathetic customer connections.
“People are essential in customer service, yet the industry’s massive bets on AI have focused almost entirely on the wholesale elimination of people, creating even more complexity and frustration,” said Vasili Triant, CEO at UJET.
“AXO doesn’t replace humans, it supercharges them. We built this to solve the industry’s greatest weakness: the agent experience. By providing a persistent AI layer that automates workflows and eliminates back-end system complexity, we allow agents to focus on building relationships with customers.
The true ROI of AI isn’t just in reducing headcount, it’s in the value created by empowering agents to serve customers with unprecedented efficiency and scale.”
UJET’s AXO desktop leverages customer data, contextual intelligence, agentic AI assistants, enterprise system integrations, and LLM-based, Computer-Using Agents to overcome the long-standing challenge of agents using 4-10 applications during a customer interaction.
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Rather than relying on AI assistants to tell the human agents what to do next, AXO empowers them to easily execute autonomous workflows with a simple click of a button.
“While the first wave of AI investment in CX focused on surface-level automation, the industry has struggled to translate that into deep operational value,” said Cathy Gao, Partner at Sapphire Ventures. “UJET’s AXO represents a fundamental shift.
“By introducing a persistent AI layer that orchestrates complex workflows across the entire enterprise, UJET is finally bridging the gap between a company’s data strategy and its customer experience. This isn’t just another AI tool – it’s the architectural evolution the market has been waiting for to drive real, seven-figure ROI.”
How it works:
- UJET’s AXO ingests historical conversations and customer data to deploy autonomous agentic AI virtual agents that allow humans in the loop to control how much or little AI to deploy.
- These virtual agents automate low-value tasks and seamlessly escalate to humans when interactions are high-value or require emotive support.
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- Upon escalation, the AI agent stays in the loop to surface relevant customer information from the CDP/CRM based on conversational context, providing real-time summaries, suggested responses, next-best action, and click-to-execute workflow automation without the need for other, siloed business tools.
- Computer-Using Agents then execute workflows across disparate back-office systems, even when APIs are not available (ex. filing claims, processing refunds, etc).
- AXO then syncs structured tickets and summaries to your data lake, CDP, or CRM to maintain a single source of truth.
- Finally, the platform continually learns from interaction outcomes, optimising automated flows based on successful resolutions, best practices, and customer sentiment.
“UJET’s AXO platform represents a fundamental shift in how we think about AI in customer service,” said Damian Brychcy, CEO at Capital on Tap. “Rather than replacing our human agents and creating frustrating automated experiences, AXO will enable us to deliver personalised, contextual support at every touchpoint.
“For a fintech company serving small businesses where every interaction matters, this allows us to maintain the personal touch our customers value while handling complex queries around our product suite. AI that augments our team is essential to maintaining the service standards that define Capital on Tap.”
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