UJET has launched a new architectural framework called Agentic Experience Orchestration (AXO), which seeks to simplify complex customer service operations through the integration of enterprise systems, customer data, and artificial intelligence-based automation. It seeks to eliminate historical inefficiencies in the customer experience ecosystem while at the same time helping agents with intelligent automation.
For a long time, contact centers have used human agents to manually integrate interactions between customers and disparate enterprise systems. While interacting with customers, agents have had to manually navigate through various systems, including billing systems, ERP systems, shipping systems, among others. Such inefficiencies have led to productivity losses of up to 30% of an agent’s time spent manually entering data and navigating through systems.
Introducing a Persistent AI Layer for CX Operations
UJET’s AXO framework addresses these challenges by introducing a persistent AI layer that integrates directly with enterprise data systems. This AI-driven orchestration layer will be able to capture the customer’s information at the beginning of the customer lifecycle through AI-first virtual agents and maintain the intelligence throughout the entire interaction lifecycle.
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This platform also seeks to assist in the streamlining of processes while the AI agents will be able to offer more meaningful and empathetic customer interactions. Instead of replacing the human agents, the architecture of the platform aims to enhance their capabilities by automating the processes and reducing the complexities.
“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.”
Simplifying the Agent Workflow
The AXO desktop interface leverages a combination of customer data, contextual intelligence, enterprise integrations, and LLM-powered Computer-Using Agents to reduce the complexity agents typically face during interactions. Many agents currently rely on four to ten separate applications while resolving a single customer issue.
Instead of simply recommending next steps, AXO enables agents to execute automated workflows directly from a unified interface. With a single action, agents can initiate processes across multiple enterprise systems without navigating separate tools.
“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 Agentic Experience Orchestration Works
The AXO framework combines AI agents, workflow automation, and enterprise integrations to streamline the entire customer service lifecycle:
- The AI virtual agents will process all incoming interactions, and the system will analyze historical interactions and customer data to deploy AI virtual agents that can manage all incoming interactions autonomously.
- Intelligent escalation of interactions to human agents: In case of a need for deeper knowledge, the system will escalate the interaction while maintaining full context.
- The real-time support for agents will be provided by the AI system, which will provide relevant information from the CDP system or CRM system.
- The computer-using agents will be responsible for executing backend tasks, and they will be able to perform tasks across all enterprise systems, even if APIs are unavailable, such as processing refunds and claims.
- The system will be able to centralize data synchronization, and structured tickets and interaction summaries will be synced with data lakes, CDP systems, and CRM systems.
- The system will be able to continuously learn and optimize, and it will analyze all outcomes, successful workflows, and adjust automation strategies based on sentiment and success of resolution.
Enhancing Customer Experience While Preserving the Human Touch
Early adopters believe the platform could redefine how AI is deployed within customer support operations, particularly in industries where personalized service remains critical.
“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.”
With Agentic Experience Orchestration, UJET is positioning AI not as a replacement for customer service teams but as a strategic layer that unifies systems, automates operations, and enhances human-led customer experiences at scale.