UJET Launches Agentic Experience Orchestration

UJET has just announced the launch of Agentic Experience Orchestration (AXO).

This is their new framework designed to help contact centres connect customer interactions with enterprise systems and workflows.

The announcement reflects a common challenge in customer service operations, where agents often need to switch between multiple tools during an interaction to access information or complete tasks.

In many organisations, billing systems, shipping platforms, and other back-office applications are not fully integrated with customer service tools, requiring agents to manually move between systems.

In an exclusive interview with UJET CEO Vasili Triant, we dived deeper into this announcement, and what it means for CX practitioners worldwide.

According to UJET, AXO introduces a persistent AI layer designed to integrate with enterprise data and systems. The approach aims to maintain context throughout the customer journey, allowing AI and human agents to work within a shared environment.

Vasili Triant said, “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. 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.”

The AXO desktop environment combines customer data, contextual insights, and AI assistants with integrations into enterprise systems. The system is designed to allow agents to execute workflows directly from the interface rather than navigating multiple applications during a customer interaction.

Industry analysts also commented on the approach.

Cathy Gao said, “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.

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.”

The platform uses historical conversations and customer data to support AI-powered virtual agents. These agents can automate routine tasks and escalate more complex or sensitive interactions to human advisors. When a handover occurs, the AI system remains involved to surface relevant customer information, provide summaries, suggest responses, and trigger automated workflows.

UJET said the platform can also execute tasks across back-office systems, including environments where direct APIs may not exist, while synchronising interaction data with systems such as CRM platforms or data lakes.

Early users highlighted the potential benefits of combining AI automation with human support.

Damian Brychcy said, “UJET’s AXO platform represents a fundamental shift in how we think about AI in customer service.

Rather than replacing our human agents and creating frustrating automated experiences, AXO will enable us to deliver personalized, 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.”

For more information about UJET - visit the UJET Website

About UJET

UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights.

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Author: Hannah Swankie
Reviewed by: Jo Robinson