MetriNote – UJET Acquires Spiral for Conversational Analytics & AI

Author: Robin Gareiss, CEO and Principal Analyst

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November 18, 2025 – UJET has announced its acquisition of Spiral, an AI company that focuses on customer feedback and interaction analytics. Spiral’s technology analyzes customer conversations, at scale, across all key interaction channels and automatically detects, categorizes, and quantifies issues. Customers can search the resulting data via an AI agent using natural language, ultimately enabling them to act on issues before they become problems.

UJET will integrate Spiral within its contact center-as-a-service (CCaaS) platform, as well as sell Spiral by UJET as a stand-alone offering. UJET describes the offering as a “specialized AI issue hub that autonomously transforms millions of raw customer conversations into a single, unified, proactive intelligence layer.” It leverages large language models and clustering algorithms to generate taxonomy from the conversation data, eliminating manual tagging. Spiral also performs bifurcation classification (essentially turning points in conversations where mood, actions, intents shift, ultimately changing the outcome) to find primary drivers and related sub-issues to identify unknown issues.