MetriNote – UJET Announces Agentic Experience Orchestration

Author: Robin Gareiss, CEO and Principal Analyst

What's the news?

On March 11, UJET unveiled Agentic Experience Orchestration (AXO), an architectural framework that integrates data from multiple systems, applications, and data stores to deliver the context needed for AI and human agents to deliver a solid customer experience. The framework leverages humans where they are most needed (conversations with customers, supported by AI assist and customer context) and agentic agents where they’re most useful (automating manual functions). So, rather than human agents manually handling workflows with CRM, ERP, ticketing, billing, knowledge base, etc., AXO moves those functions to agentic agents. AXO uses a persistent AI layer to unify disparate data and systems throughout the entire interaction, along with a unified agent workspace that eliminates toggling. The framework also depends on large language model (LLM)-based computer-using agents (CUA) to interact with third parties and execute workflows even if APIs are unavailable. It also relies on conversation analytics for continuous improvement.