Today, UJET has announced its acquisition of Spiral to bolster its AI capabilities.
The AI startup will allow UJET to continue its AI roadmap for enhanced customer service solutions.
This partnership will also address customer data analysis issues for UJET’s enterprise customers.
This acquisition is set to further UJET’s AI roadmap vision by bolstering the company’s AI capabilities and addressing customer experience concerns.
By highlighting these issues of visibility between customer and leader, organizations will be able to improve their customer issues before they reach escalation.
In fact, UJET has reported that organizations that are unaware of these individual customer problems are losing approximately $5MN-$30MN in customer churn revenue.
This can be linked to ignored or forgotten negative customer experience complaints, with organizations reportedly gathering only five percent of reported customer issues.
According to UJET CEO, Vasili Triant, customer churn remains a blind spot for many enterprises, arguing that customer interaction analysis is not done effectively.
He said: “Most companies can’t analyze interaction data at scale, leaving many common customer issues in the dark.”
However, this acquisition provides enterprises the capabilities to view all customer conversations through unifying collected data.
He added:
“UJET’s acquisition of Spiral will provide businesses with a unified view of all customer conversations for more proactive, personalized service.”
This will also help enterprises locate blind spots in other areas of the business, such as product, other services, and the company itself.
In conversation with CX Today, UJET VP Product Marketer, Matthew Clare, highlighted how other areas of companies can utilize this tool to understand their customers’ needs:
“This could be used by product teams to understand product and service issues – by marketing teams who want to understand what customers are saying about campaigns that are running.”
Spiral’s AI Product
Spiral is an AI startup specializing in conversational analytics to improve customer experience data.
By leveraging AI, Spiral can be used to analyze customer interactions at scale to uncover pain points in customer experience, whilst also offering proactive recommendations to enterprises.
The product can also be used to analyze various customer conversations across voice and chat channels, the internet, online reviews and surveys, and social media.
Clare stated: “Anywhere customer conversations happen is a data source for this product.”
Furthermore, this tool can be used to ask questions about customer churning and how enterprises can respond to these results through predictions to improve future customer experiences.
“They are trying to solve the problems of customer conversations and customer feedback being spread across different teams and organizations,” he said.
“How do you not only unify data but bring it together in a way that anyone in the organization can run deep research with a simple conversational AI agent?”
This acquisition allows UJET to strengthen its status as a prominent CCaaS platform provider and offer customers an improved version of what is already available.
Clare explained that the purchase will extend “UJET’s reach and gives us the ability to sell Conversational Analytics over the top of any Contact Center and CX software that may be in place, without having us need to position our end to end CCaaS platform.”
For Spiral, this acquisition will allow them to continue providing conversational intelligence alongside UJET’s AI service capabilities, rebranding as Spiral by UJET.
Elena Zhizhimontova, Founder and CEO of Spiral, discussed how the acquisition will allow them to prioritize a customer-focused plan and continue to improve customer outcomes for a wider enterprise range.
She said: “We built Spiral to take millions of customer conversations and turn them into clear, actionable insight,”
“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.”
Customer Feedback
This partnership will allow current and future customers of UJET to experience Spiral’s product integrally by improving its overall AI and product organization.
Turo, a long-term customer of both UJET and Spiral, has reaped the benefits of both these companies’ approaches to solving customer issues, as well as having collaborated on a program with Spiral to improve its data collection method.
Julie Weingardt, Chief Operations Officer at Turo, emphasized how both companies have enabled them to receive customer experience resolutions with reduced friction.
She said: “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.”
Despite the acquisition, Spiral has confirmed that it will continue to work with its existing customers and products however with UJET integrations.
Spiral was acquired by UJET for an undisclosed amount.
