UJET has announced the launch of its Agentic Experience Orchestration (AXO), a new category of AI software for customer experience.
This product launch aims to simplify the agent desktop, unify enterprise systems, and automate backend workflows to reduce operational complexity during customer interactions.
AXO is designed to address a long-standing operational challenge in contact centers, the gap between customer conversations and enterprise systems.
Speaking with CX Today, Vasili Triant, CEO at UJET, argues that many AI investment approaches have not addressed the core operational problem – agents still have to manually connect customer conversations with multiple disconnected enterprise systems during each interaction.
“Existing tools have been focused on automation for deflection/containment and human replacement, with AI assistants providing simple suggestions and next-best action guidance. CCaaS, CRM, and AI leaders all pushed an AI as a ‘human replacement’ narrative that hasn’t panned out in reality.
“Meanwhile, no one has solved the actual fundamental problem facing today’s contact centers, which is that human agents are forced to serve as the manual integration layer between real-time conversations and disconnected enterprise tools, using 4-10 tools on average.”
The Operational Friction Behind the Agent Desktop
Most contact centers are still operating on technology stacks assembled over many years, with new tools being added as companies expand channels, introduce automation, and integrate business systems.
UJET argues that human agents are serving as the “manual integration layer” between conversations and enterprise systems, often having to navigate multiple platforms during
“Human agents are forced to serve as the manual integration layer between real‑time conversations and disconnected enterprise tools, using four to ten tools on average,” Triant explained.
As a result, this structural design has created measurable inefficiencies, with agents using four to ten different applications during a single interaction, switching between tasks rather than solving customer issues, reducing productivity and resolution rates.
This issue persists as AI and automation initiatives in CX continue to focus on the front end of the interaction rather than the operational workflows behind it, with early investments prioritizing call deflection, self-service, and automated containment, not addressing the complexity agents face once a customer reaches a human representative.
The industry has made progress in improving channels, interfaces, and self-service experiences, however, the underlying operational reality of an agent has changed far less, functioning as the connective tissue between conversations and enterprise systems, causing continuous friction in contact center operations.
A Persistent AI Layer Designed to Simplify Agent Workflows
AXO is a persistent AI orchestration layer that spans the entire customer interaction journey, sitting between customer conversations and enterprise systems that support service operations.
It is designed to remove the burden from agents to move between disconnected tools while managing a live conversation, acting as a coordination layer that connects systems and manages work behind the scenes.
“Unlike traditional agent assist tools that simply provide suggestions or coaching on next-best action, AXO enables contact center agents to navigate and execute disparate third-party tools and applications with a simple click of a button,” Triant continued.
“We’ve all been on calls as customers where agents are apologizing for the delay as they login, navigate, dig for information, or perform actions in disparate tools – “hold on, let me check that for you, I need to login to another screen first,” etc.
“AXO leverages a single application that uses AI agents to retrieve relevant information and surfaces it in real time, obscuring complexity.”
AXO utilizes AI agents to capture customer intent and conversation context across digital channels, analyzing interactions as they happen and maintaining a continuous understanding of a customer’s request, providing customer-facing teams with interaction summaries and recommended actions.
Agents can also trigger automated workflows directly from the desktop to complete administrative tasks, as an LLM-based agent then executes these actions across enterprise systems, including third-party tools without API’s, and automatically syncs the produced data back to the relevant systems.
Shifting From Deflection to Human-Centred CX
The introduction of AXO reflects a broader shift in how the CX industry approaches AI, as early deployments focused on scaling basic support and fragmented experiences, AXO positions AI as an operational infrastructure that supports live agents rather than replacing them or existing as a standalone assistant.
Eventually, UJET argues that AI will be able to handle routine tasks whilst human agents focus on complex, empathetic interactions that differentiate CX and drive meaningful business outcomes.
“The focus will continue to pivot back to human service as a differentiator, and AXO provides agents with tools to drive fast, contextual, and accurate interactions while focusing on personal, empathetic service.”
“AI automation isn’t going anywhere, we’ve just realized that businesses should be focusing on automating simple, mundane interactions, while giving agents the tools they need to drive meaningful, human-to-human interactions that drive business impacts that actually matter”
For the customer experience, AXO ensures higher resolution speed and consistency by surfacing relevant customer data, summaries, and actions in real time across connected systems, reducing delays and maintaining continuity as conversations progress.
The approach addresses agent fatigue by automating administrative tasks and orchestrating workflows across enterprise systems, allowing agents to focus on the conversation itself to reduce burnout and improve retention goals.
This can directly influence customer satisfaction metrics, ensuring interactions feel smoother with faster resolutions, fewer transfers, and more personalized responses.
Furthermore, this model reinforces the role of human service in CX strategies, as many organizations begin to recognize that automation works best when applied to routine or repetitive tasks, the focus will continue to pivot back to human service as the differentiator, whilst still ensuring fast, contextual, and accurate actions.
