UJET Introduces Agentic Experience Orchestration to Simplify Agent Workflows and Unify CX Systems 

“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.