March 12, 2026
UJET’s New Agentic Framework Targets the Productivity Drain Inside the Contact Centre
UJET has launched what it calls a new category of CX technology, Agentic Experience Orchestration (AXO), aimed at “dismantling the systemic inefficiency” that has long undermined agent performance.
Agentic Experience Orchestration is UJET’s answer to a problem the industry has largely talked around rather than solved: agents spending significant portions of their working day toggling between billing platforms, ERP systems, shipping tools, and other back-office applications while a customer waits on the line. AXO aims to eliminate this “swivel-chair” dynamic, manually bridging disconnected enterprise tools during live interactions, which accounts for up to 30% of agent productivity loss.
Redefining What AI Delivers for Agents
The framework introduces a persistent AI layer that runs across the full interaction lifecycle, from the first point of contact through resolution and post-interaction data sync. Rather than bolting AI onto an existing stack and hoping the pieces connect, AXO sits underneath the agent experience as a continuous operating layer, natively integrating with enterprise systems and removing the need for agents to leave a single interface.
UJET CEO 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.”
Triant argues that AI’s real value lies not in cutting headcount but in what agents can do when there’s no administrative burden.
How AXO Works in Practice
With agent experience an increasingly urgent topic in the market, the tech has not kept pace with the emotional and operational demands placed on human agents, despite AI chatbots’ and voicebots’ help.
The technical mechanics of AXO follow a defined sequence, where virtual AI agents handle the front end of interactions and capture customer data in real time, and a human handles high-value or emotionally complex conversations. The AI stays active in the session, surfacing relevant customer information from the CRM or CDP, generating real-time summaries, suggesting next-best actions, and enabling agents to execute workflows with a single click.
Where APIs are unavailable, UJET deploys what it calls Computer-Using Agents, AI components capable of operating legacy back-office systems directly, performing tasks like filing claims or processing refunds without requiring new integrations. Once an interaction closes, AXO syncs structured data back to the relevant data lake, CDP, or CRM, maintaining a single source of truth across the enterprise. The platform then feeds those outcomes back into its own models, continuously refining automated flows based on resolution rates and customer sentiment.
UJET is targeting legacy system elimination rather than simply layering on top of existing infrastructure, claiming a seven-figure ROI through automation savings and infrastructure reduction.
Gartner has predicted that agentic AI will autonomously resolve 80% of routine customer service issues without human intervention by 2029, cutting operational costs by 30%, but analysts have also noted that many companies will need to substantially redesign their service workflows to get there, which is precisely the change AXO is intended to drive.
The framework is currently entering a selective onboarding phase with existing UJET customers, with general availability expected in the second half of 2026.
