Bolstering UJET’s AI capabilities and end-to-end CX platform, the deal adds foundational building blocks for conversational AI, predictive analytics, and business intelligence
UJET, a leader in AI-powered contact center innovation, announced the acquisition of Spiral, a conversational analytics and AI company specializing in deep customer feedback and interaction intelligence. The acquisition extends UJET’s AI capabilities within its core contact center as a service (CCaaS) platform, while also providing customers with Spiral by UJET, a standalone, actively sold AI offering that analyzes customer conversations and provides predictive analytics across all customer channels.
“It takes just one bad customer experience for a problem to escalate beyond frustration into actual churn,” said Vasili Triant, CEO of UJET. “Yet most companies can’t analyze interaction data at scale, leaving many common customer issues in the dark. UJET’s acquisition of Spiral will provide businesses with a unified view of all customer conversations for more proactive, personalized service. Gone are the days of blind spots. Leaders will now have full visibility into business, product, and service problems to improve issues before escalation.”
Enterprises are racing to define the value of AI transformation in customer experience (CX). However, most enterprises aren’t using AI to uncover essential data directly from their customer base. In fact, businesses today collect approximately 300,000 customer support and service conversations per month and manually extract only 5% of the customer-reported issues. As a result, organizations are losing $5M-30M in customer churn by failing to understand each unique customer’s problem.
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Spiral’s technology analyzes millions of customer conversations across voice, chat, email, surveys, and social media, automatically detecting, categorizing, and quantifying ultra-specific customer issues. The platform makes this data searchable using an easy-to-use AI agent, allowing anyone in an organization to perform research using simple prompting in natural language, and enabling organizations to detect emerging issues before customers are impacted.
When integrated into UJET’s AI-first cloud contact center platform, UJET provides the “how” for automated, AI self-service and live-assisted customer interactions, while Spiral provides the “why” and conversational intelligence, creating a feedback loop for continual improvement. This bridges the gap between communicating, listening, and action to help brands anticipate and resolve issues before they escalate.
“We built Spiral to take millions of customer conversations and turn them into clear, actionable insight,” said Elena Zhizhimontova, Founder and CEO of Spiral. “By combining Spiral’s AI with UJET’s cutting-edge CCaaS platform for modern-day customer service, Spiral by UJET will continue as the focused product our customers rely on, now with a more CX-driven roadmap and deeper integrations. Together we can shine a brighter light on customer issues for more organizations worldwide, giving brands the clarity they need to spot issues sooner, address problems faster, and create better products, services, and experiences over the long term.”
Spiral’s key customers include Owlet and Whitepages, among others. Turo, a joint customer of both UJET and Spiral, is already realizing the benefits of the combined innovation.
“We have been using UJET’s CCaaS platform and Spiral for several years now. Our goal is always to provide experiences that enable resolutions with as little effort as possible,” said Julie Weingardt, Chief Operations Officer at Turo. “Spiral’s AI transformed our approach and helped us build a Voice of the Customer program that is smart and strategic, by capturing structured feedback during the support journey. Spiral AI’s platform allows us to analyze customer conversations and commentary, pinpointing areas where we can improve proactively. We’ve used these insights to refine our self-service options, hone our knowledge base, and help better guide quality agent responses,” Weingardt said.
SOURCE: BusinessWire