UJET, a provider of AI-powered cloud contact center solutions, announced the successful completion of its Series D funding, raising a total of $76 million. Led by Sapphire Ventures, with participation from new investors such as KeyCorp and IonPacific, and existing ones including Kleiner Perkins and GV, the funding will accelerate UJET’s efforts in generative AI development for customer experience (CX) solutions.
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According to UJET’s CEO Anand Janefalkar, generative AI will significantly enhance CX by transforming simple chat or voice conversations into richer, more dynamic interactions. “With generative AI, we can transform these conversations into high-bandwidth visual and contextual interactions,” Janefalkar stated, underscoring the evolving customer expectations in digital interactions.
Leadership changes and strategic growth
As part of its growth strategy, UJET announced the promotion of Vasili Triant to Co-CEO, allowing Janefalkar to focus on product and engineering developments. Triant, with over four years at UJET, has been instrumental in driving AI integration into the platform, aiming to balance technological innovation with tangible business outcomes.
“Vasili has advanced UJET’s ethos to include a higher velocity motion for businesses… towards predictable ROI and CSAT gains,” said Janefalkar. This leadership change aligns with UJET’s goal to refine its offerings in the competitive landscape of generative AI for CX.
Advancing AI-powered customer experience
UJET’s platform has been designed to address the increasing demand for smarter, AI-driven customer support. The company is focused on building “always-present AI-in-session” capabilities, providing real-time engagement and support for customers. Triant noted that UJET’s AI-first approach is uniquely positioned to meet the demands of a “digital-first world,” where consumers expect seamless, high-bandwidth interactions across channels.
The new funds will fuel UJET’s go-to-market expansion, including further development of its generative AI capabilities. UJET’s mobile-first, multimodal platform taps into vast amounts of unstructured data to provide real-time insights into customer needs. The integration with Google Cloud further enhances its AI capabilities, offering customers intelligent self-service options and efficient workflows for agents.
AI adoption and market maturity
Despite the growing popularity of AI in contact centers, many organizations still have “low maturity” in their AI investments, according to upcoming UJET research. The company aims to improve ROI for its clients by offering more advanced AI workflows and seamless integration into existing customer service infrastructures.
UJET’s approach is resonating with large clients like KeyBank, which has partnered with the company to enhance its customer journey orchestration. Dean Kontul, CIO of KeyBank, highlighted the strategic benefits of this partnership: “Their focus on intelligent customer journey orchestration… helps us to deliver the most efficient and personalized banking solutions possible.”
Customer success and expanding partnerships
UJET’s AI-powered platform has also gained traction with companies like Turo, an online car-sharing marketplace. Turo’s COO Julie Weingardt praised UJET’s platform for its ability to reduce handling times and improve service levels. “With UJET we’ve significantly improved our service levels and decreased our handle times… a game-changer,” Weingardt said.
Beyond customer success stories, UJET has also expanded its sales and channel team, forming exclusive partnerships with technology services distributors like Intelisys and Telarus. These partnerships will help UJET bring its AI contact center solutions to a broader market, focusing on making enterprise-grade platforms more accessible.
What do we think about the startup
UJET’s $76 million Series D funding positions the company to lead in the evolving generative AI landscape for customer service. With rising customer expectations for more dynamic, personalized interactions, companies are increasingly investing in AI technologies to streamline and enhance customer experiences.
The leadership changes at UJET, along with strategic partnerships and expanded AI capabilities, signal a company poised to grow further in the competitive CX market. As AI matures and becomes more integrated into contact centers, UJET is set to be a key player in shaping how businesses engage with customers through technology.
