Bring Your Own Agent: Your AI, Our Contact Center, Zero Rip-and-Replace

Why do contact centers end up with more than one AI vendor?

Most contact centers don’t pick one AI vendor to power their CX. They pick several.

A voice agent built by one team. A chat agent piloted by another. A specialist partner who handles a language or a market nobody else covers. Each was chosen for a reason, and each was a real investment.

Then comes the hard part: getting those agents to work with the rest of the CX applications. Too often, the CCaaS platform supports one AI provider natively and treats everyone else as a custom project. That leaves CX leaders with two bad options: rip out the AI they chose, or bolt it on with SIP trunks, webhooks, and glue code that breaks the moment one of those platforms change.

We don't think your AI strategy should be limited by your CX platform provider – so we built a better option.

What is Bring Your Own Agent (BYOA)?

Today we're announcing Bring Your Own Agent (BYOA), a Virtual Agent connector framework that lets UJET customers run third-party AI agents natively inside the UJET platform. BYOA runs inside UJET's platform layer, which is why the routing, context carry-over and reporting described below are the same ones every UJET interaction already uses.

Here's what that means in practice:

• Choose your provider and build your agent. Leverage the virtual agent provider you already use, or choose from a global network of virtual agent providers to build a new one.
• Manage it like any UJET virtual agent. Third-party agents are supported by the same workflows as UJET’s native virtual agents. Create them, assign them to queues, and set their language and menus in one place.
• Hand off without losing the thread. When a customer needs a person, the AI agent escalates or transfers to a human agent through UJET routing, with session context carried along. If an agent can't connect, the customer goes to a human instead of a dead end.
• Stay ahead of broken connections. If something goes wrong with a provider connection, UJET notifies your admins right away so they can act before customers feel it.

The payoff: you keep the AI you chose, and it behaves like part of the contact center, not a bolt-on.

What does Bring Your Own Agent look like in practice?

Parloa brings conversational AI to UJET's platform. For example, a Parloa agent can greet a customer on web chat, finish a task that a human agent hands off to it, or run a post-session survey once the conversation ends.

Sierra is well known for its voice AI agents. Callers reach a Sierra agent through UJET's IVR, and when they need a person, Sierra hands them to the right queue without starting over.

Laivly brings AI agents to UJET’s platform, including in-app calls from UJET's mobile SDK. Customer context, such as whether someone already authenticated in the app, can pass to the agent at connect, so customers aren't asked to prove who they are twice. 

Each partner shows up in UJET as a platform option, right next to our own native capabilities. One portal, one routing engine, one set of reports, and whichever AI you prefer to run.

What changes when you add a third-party AI agent to your contact center?

With BYOA, bringing in a new AI agent doesn’t change how the rest of your contact center works.

• Routing stays native. Third-party agents sit in UJET queues and escalate through UJET routing.
• Interactions land on the agent desktop with full context. Our BYOA framework ensures that any AI agent context is shared with human agents as calls escalate, ensuring your employees don’t need to ask questions your customers have already answered. 
• Reporting stays complete. Sessions handled by partner agents appear in your UJET dashboards and reports, so you get one unified view of every customer conversation, whether a human or VA handled it.
• CRM stays in sync. UJET optionally creates CRM records for agent-handled sessions and posts captured session data to the ticket.
• Data stays where you keep it. If you export session data and transcripts to your own storage, that includes conversations handled by partner agents too.
• AI agent recordings and transcripts can be ingested for analysis. Using Spiral by UJET, our conversational analytics platform, you can drill-down into issues with your customer experience, the virtual agent experience, the human agent experience, and correlate customer conversations to root cause issues with your products and services. 

One platform. One set of reports. Every conversation, human or AI.

Who should we add next? You tell us.

Tell us which AI agent you need next. Request an integration with a new provider, or talk to your UJET account team. If your team relies on an AI provider we don't support yet, an introduction from you is often the quickest path to a connector.

Your AI. Our contact center. No compromise.

Frequently asked questions

Can I run a Sierra, Parloa or Laivly agent inside UJET?

Yes. Each one connects through Bring Your Own Agent and shows up in UJET as a platform option next to UJET's native virtual agents, with the same routing, queues and reporting. Get started here. 

What happens when a third-party AI agent needs to hand off to a person?

The agent escalates or transfers through UJET routing with the session context carried along, so the customer does not repeat themselves. If the agent cannot connect, the customer goes to a human instead of a dead end.

Do sessions handled by a partner AI agent appear in UJET reporting?

Yes. They appear in UJET dashboards and reports alongside human-handled sessions, and UJET can create CRM records for them.

Can I analyze third-party AI agent conversations?

Yes. Recordings and transcripts can be ingested into Spiral by UJET for analysis across the virtual agent experience, the human agent experience and product issues.

My AI provider is not on the list. What do I do?

Request an integration or talk to your UJET account team. An introduction from you is often the quickest path to a connector.