Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the daunting prospect of ripping out legacy systems. Leaders are facing severe system fatigue, and the mandate from the boardroom is clear: show me the ROI, and show it to me now. To make sense of this tension, I sat down with Matt Clare, VP of Product Marketing at UJET, for a candid conversation about where contact center technology is actually heading. In this exclusive interview, Matt reveals UJET's strategic pivot from a traditional CCaaS provider to a CX AI company. We explore the myth that AI is here to replace human connection—because at the end of the day, people still buy from people. Instead, the real opportunity lies in eliminating unnecessary, frustrating interactions and using AI to augment the high-value conversations that drive revenue and loyalty. To help leaders navigate this shift, Matt and I unpacked the specific technologies UJET is deploying to accelerate CX transformation without the traditional operational chaos. Here is a look at the core innovations we discussed: Maximizing Existing Investments with CX AI Accelerators The days of ripping out your entire legacy infrastructure are fading. Matt explains how UJET is now leading with CX AI Accelerators—intelligent layers like Virtual Agents, Agent Assist, Screenshare/Cobrowse , and Conversational Analytics that plug directly into your current setup. The goal is rapid transformation, allowing brands to maximize their existing tech investments and see time-to-value in days or weeks, not years. Zero-Friction Analytics via Spiral by UJET A massive part of this rapid ROI comes from Spiral by UJET, their conversational analytics platform that turns unstructured data into actionable intelligence. Matt breaks down how Spiral is delivering what he calls "zero-friction analytics": Interactive Dashboards: Instead of waiting weeks for data scientists to build complex reports, anyone in the business can use natural language prompts. You can literally ask your data, "Why did CSAT drop yesterday?" and Spiral instantly generates the dashboard and the answer. Automated QM Scorecarding: Quality management at scale is finally here. Leaders can now upload their ideal scorecard and ask the AI to automatically grade interactions, build reports, and generate training modules, turning raw insights into immediate action. Developer-First Flexibility and Reducing Agent Load We also discuss the growing demand for flexibility and the rejection of vendor lock-in. Matt shares insights on UJET's BYO-AI (Bring Your Own AI) integration, highlighting their inaugural partnership with conversational AI platform Parloa as proof of their commitment to customer choice. Coupled with a Headless SDK—which lets brands build custom, native service experiences into their own apps while UJET powers the back-end—and a centralized Agent Assist Hub, UJET is drastically reducing the cognitive load on frontline agents. By aggregating knowledge bases and next-best-action recommendations, agents no longer have to "swivel-chair" between five or more different applications to solve a single customer issue. What's Next: Agentic Experience Orchestration (AXO) Finally, we look ahead to September's highly anticipated launch of Agentic Experience Orchestration (AXO). AXO acts as a persistent AI layer across the entire CX toolchain, using AI agents that can navigate software like a human to automate complex, multi-step workflows across disparate legacy systems. Matt explains how UJET is currently running its own internal support operations on AXO and co-developing with several of UJET’s leading customers to refine the product before General Availability—preparing to offer a solution that promises true ROI through system elimination, scaled operations and revenues, and continual improvement. If you are trying to figure out how to layer AI into your operations without a massive disruption, this is a conversation you cannot afford to miss. Watch the full video interview to discover how to accelerate your CX transformation today.
