Saturday, March 14, 2026
UJET, a recognized innovator in AI-powered contact center technology, has introduced Agentic Experience Orchestration (AXO)—a new architectural framework designed to simplify complex customer service ecosystems. With this launch, the company aims to unify customer experience (CX) data and artificial intelligence while automating the agent experience and consolidating enterprise systems.
For years, customer service teams have struggled with a major operational challenge: human agents often act as the manual integration layer between real-time customer conversations and disconnected enterprise tools. As a result, agents must constantly switch between multiple applications—such as billing systems, ERP platforms, shipping software, and CRM tools—while assisting customers. This inefficient workflow can consume significant time and reduce productivity.
In fact, industry estimates suggest that agents lose up to 30% of their productivity due to repetitive administrative tasks and manual data entry. Consequently, customer service teams face slower resolutions, operational inefficiencies, and mounting administrative workloads.
To address these long-standing issues, UJET designed AXO with a persistent AI layer that integrates directly with enterprise data and systems. Instead of forcing agents to navigate multiple platforms, the new framework simplifies workflows by intelligently connecting systems behind the scenes. As a result, the platform captures customer data early in the interaction using AI-first virtual agents and continues to use that intelligence throughout the entire service journey.
This persistent automation not only reduces system complexity but also improves agent productivity and service capacity. More importantly, it allows human agents to focus on building meaningful customer relationships rather than managing back-end processes.
"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."
The AXO platform also introduces a new desktop environment that leverages customer data, contextual intelligence, AI assistants, and enterprise system integrations. Through this interface, agents can overcome the long-standing challenge of juggling four to ten applications during a single customer interaction. Instead of simply receiving AI recommendations, agents can trigger autonomous workflows with a single click, dramatically improving efficiency.
Industry experts see AXO as a significant advancement in customer experience technology.
"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."
AXO operates through a multi-step AI-driven workflow system. First, the platform analyzes historical conversations and customer data to deploy autonomous virtual agents. These AI agents automate low-value tasks while seamlessly escalating more complex or sensitive interactions to human agents.
Once an interaction escalates, the AI remains active in the background, providing real-time summaries, contextual insights, suggested responses, and next-best actions based on CRM or customer data platform (CDP) information. Additionally, specialized computer-using AI agents can execute tasks across enterprise systems—even in environments where APIs are unavailable.
Finally, AXO continuously learns from interaction outcomes and customer sentiment. By doing so, the platform improves automated workflows and service performance over time.
“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 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.”
Ultimately, AXO represents UJET’s vision for a new generation of customer service platforms—where artificial intelligence empowers human agents, streamlines operations, and delivers more personalized customer experiences at scale.
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