What is Agentic Experience Orchestration (AXO)?

UJET explores what agentic AI means for contact centres, how AXO works during live customer interactions, and how it differs from traditional agent assist and workflow automation.

What Does “Agentic” Mean in a Contact Centre?

An agentic system can look something up, make a decision and carry out the next step across the stack while the customer is still on the line, which is a bigger job than suggesting a reply or writing the call up once it is over.

Timing is the part that matters, because most contact centre AI today works on a conversation that has already ended, and Agentic Experience Orchestration works on the one that is still happening.

What is Inside AXO?

AXO puts agentic virtual agents, an agent desktop with AI assistants, conversational analytics (Spiral), quality management and workforce management on one platform. Every part runs off a single view of the customer, so no system has to pass notes to another one to know who is calling or why.

How Does AXO Work During a Live Interaction?

1. Virtual Agents Take The Front of The Conversation

They capture what the customer wants, verify who they are and resolve routine requests, and they bring in a human agent when the conversation needs judgment.

2. The AI Stays in the Conversation After the Handoff

The human agent gets a real-time summary, the customer’s context from the unified profile and suggested replies, all inside the same desktop, so nobody goes hunting across tabs.

3. The Agent Triggers The Work With One Click

Computer-Using Agents then carry out the workflow across back-office systems, including systems with no API, for jobs like filing a claim or processing a refund.

4. The Record Writes Itself When The Interaction Closes

AXO writes the summary and interaction data back to your data lake automatically, so the agent moves to the next customer without a round of manual wrap-up.

5. The Platform Learns From Every Outcome

Spiral reads 100% of conversations, and the automated flows are refined based on what actually resolved the customer’s issue.

What Are Computer-Using Agents?

Computer-Using Agents are the part of AXO that carries out work inside back-office systems by operating the interface the way a person would.

Traditional automation needs an API to connect to a system, and many of the systems contact center agents touch most often are older platforms that never had one, which is why automation in most contact centers has stayed partial.

Because Computer-Using Agents work through the interface itself, a workflow can run in those systems whether or not they support integration.

How is AXO Different From Agent Assist?

Agent assist listens to the conversation and recommends what to do next, and then the agent still opens the right system, fills in the form and closes the ticket. AXO carries the work through to the end.

How is AXO Different From Adding AI to My Current Stack?

Bolt-on AI inherits the stack it is bolted onto, so the chatbot can’t see the agent’s screen, the agent assist can’t see past tickets and the routing can’t see supervisor notes, and each of them ends up guessing.

AXO is one platform with one view of the customer, so the AI and the agent are looking at the same thing at the same time. That is an architecture decision, and it cannot be retrofitted.

How is AXO Different From Workflow Automation?

Workflow automation executes steps someone defined in advance, if this then that, and it is useful but it has been around for a long time.

Orchestration sits a layer above it and makes decisions across systems using live context from the conversation itself, which means the customer does not have to fit the flow for the flow to work. The practical difference shows up in the exceptions, which is where most contact center cost lives.

Does AXO Replace Agents?

No. The agent on the headset stays and works in one desktop that already sees the customer. The roles that fade are the ones that existed to look after the stack, like legacy-tool administrators, the analysts who sampled calls by hand and whoever kept the systems talking to each other.

What Happens to My CRM?

You won’t need it after AXO, and it comes off the invoice when the contract does, on your clock. Nobody rips a CRM out on day one, but your team stops working inside whatever you run today on day one, and the renewal is your call.

The CRM became the place the customer record lived because there was no data lake when it was invented.

That problem got solved, and your lake is the unified profile now, which most teams are already writing their CRM data into, so the same record ends up living in two systems while only one of them sends you a renewal. AXO reads from the lake and writes to it.

Where Does Customer Data Live?

Customer data remains in the organisation’s data lake, with AXO reading from and writing to the unified customer profile.

Where Should a Contact Centre Start?

Start by adding conversational analytics, because analytics is usually the weakest tooling in the building and everything after it can run on the conversation data.

Once conversational analytics is in, quality management comes off the invoice first, and workforce management follows.

Ticketing and the CRM come last, once everything above them already works and the contracts come up, and nobody is asked to replace a whole stack in a quarter.

What is The “Subtraction Economy”?

The subtraction economy is the phrase UJET CEO Vasili Triant uses for what comes after fifteen years of adding tools to the contact center.

The bet is that the next gains come from removing systems, because the cost problem was always the software sitting between the humans on the headset and the customer.

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This post has been re-published by kind permission of UJET - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Megan Jones