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.