As companies seek to elevate the quality of automated customer support sessions today, they are using GenAI-based technology for more than just customer chats. Rather, they are seeking to drive broad, multimedia customer experiences (CXs) using GenAI.
AI-powered cloud contact center solutions provider UJET, Inc. recently announced that it closed its latest round of funding (led by Sapphire Ventures, with participation from new investors KeyCorp and IonPacific, and existing investors GV, Kleiner Perkins, Citi Ventures, DCM, and Ericsson Ventures). UJET’s latest funding round brings the total in Series D funding to $76 million and is expected to accelerate UJET's development of generative AI technologies, enabling businesses to significantly enhance CX.
UJET’s noted that funding will increase the company’s effort to create mature, advanced AI solutions to help brands boost their return on investment on AI implementation by generating improved customer satisfaction, agent productivity and revenue growth – results that aren’t achieved through less mature AI workflows and capabilities.
"Generative AI has moved beyond an experiment or a chatbot replacement exercise to become the catalyst for leapfrog improvements in CX," said Anand Janefalkar, CEO of UJET. "Human-sounding conversations alone are no longer sufficient, as people now regularly communicate via chat or voice conversations overlaid with rich media. With generative AI, we can transform these conversations into high bandwidth visual and contextual interactions – the same way we all interact with friends and family – while offering fluid transitions between virtual and human agents, depending on complexity, urgency and empathetic theme.”
The new funding is expected to accelerate UJET’s end-to-end vision of AI-powered CX orchestration, incorporating real-time generative AI with contact center as a service (CCaaS), workforce management (WFM), and analytics for more efficient, hyper-personalized experiences at enterprise scale.
Further, the funding will fuel UJET's go-to-market expansion and greater development of its world-class team, said the company. As part of this strategic growth, Vasili Triant has also been promoted to Co-CEO, with Anand Janefalkar, the founding CEO, shifting focus towards scaling product and engineering for UJET's next phase of growth.
Edited by
Alex Passett
