UJET has marked a significant milestone by securing $76 million in Series D funding, aimed at advancing generative AI capabilities within contact centres.
This substantial investment will further UJET’s mission in revolutionising customer experience solutions, driving innovation in how businesses engage with their clients.
UJET Secures Major Investment
UJET has successfully completed a significant Series D funding round, amassing a total of $76 million. This investment was spearheaded by Sapphire Ventures and saw participation from both new investors such as KeyCorp and IonPacific, and existing backers including Kleiner Perkins and GV. The funding aims to propel advancements in generative AI for enhancing customer experience (CX) solutions.
Anand Janefalkar, UJET’s CEO, emphasised that generative AI is set to transform basic chat and voice interactions into more meaningful, visual experiences. He remarked, “With generative AI, we can transform these conversations into high-bandwidth visual and contextual interactions,” highlighting the shift in digital customer interaction expectations.
Strategic Leadership Changes
In alignment with its expansion strategy, UJET announced the appointment of Vasili Triant as Co-CEO. This shift allows Anand Janefalkar to concentrate on the product and engineering domains. Triant, who has been with the company for over four years, has played a pivotal role in incorporating AI into the platform, aiming for balanced technological innovation and practical business outcomes.
Janefalkar stated, “Vasili has advanced UJET’s ethos to include a higher velocity motion for businesses… towards predictable ROI and CSAT gains,” underscoring the competitive edge UJET seeks in the burgeoning market of generative AI for CX.
Enhancing AI-driven Customer Support
UJET is addressing the rising demand for intelligent, AI-supported customer engagement through its platform enhancements. By introducing “always-present AI-in-session” capabilities, UJET is focused on delivering real-time customer engagement
Advancements include deeper integration with Google Cloud, bolstering AI features to supply robust self-service solutions and streamlined agent workflows. This integration allows UJET to leverage substantial amounts of unstructured data, fostering insights into customer needs.
According to Vasili Triant, UJET’s approach is particularly suited to the “digital-first world,” aiming at seamless, bandwidth-rich communication options across diverse channels. The newfound capital will expedite UJET’s market expansion and the further enhancement of its AI capabilities.
AI Adoption in Contact Centers
Despite AI’s growing influence in contact centers, UJET identifies a “low maturity” in AI investments among numerous organisations. Upcoming research from UJET aims to tackle this by providing comprehensive AI integration for better returns on investment (ROI).
Dean Kontul, KeyBank’s CIO, praised UJET for its emphasis on sophisticated customer journey orchestration, stating this strategy helps in offering tailored and efficient banking solutions. UJET’s method resonates with large-scale clients who are keen on transforming their customer service frameworks.
UJET is committed to supporting organisations in maximising their AI investment returns, helping clients seamlessly incorporate advanced workflows into existing infrastructures.
Partnerships and Market Expansion
The AI-driven platform by UJET has gained traction with various firms, such as Turo, a car-sharing network. Julie Weingardt, COO of Turo, commended UJET for enhancing service efficiency and reducing process times. “With UJET we’ve significantly improved our service levels…” she noted, attesting to the platform’s efficacy.
Beyond individual successes, UJET is expanding its sales and channel team, cementing collaborations with technology distributors like Intelisys and Telarus. These partnerships aim to extend UJET’s AI contact center solutions to a wider audience.
Future Outlook for UJET
With the latest financing, UJET is well-positioned to lead in the expanding field of generative AI in customer service. The rise in customer demands for sophisticated, personalised interactions is prompting businesses to invest in AI-driven technologies.
The strategic leadership restructuring, along with robust partnerships and expanded AI capabilities, places UJET at the forefront of the competitive customer experience marketplace. As AI technology becomes more mature and integrated within contact centers, UJET is poised to play a key role in revolutionising customer engagement through innovative technology.
Final Thoughts on UJET’s Venture
UJET’s recent financial boost and strategic initiatives signify its readiness to shape the future of customer service through AI.
UJET is positioned to influence the evolving landscape of AI-powered customer service, thanks to strategic investments and leadership.
The company’s focus on advanced technology and market expansion heralds a new era in customer interaction.
