As a product manager, I often spend my days thinking about what’s next—what innovations will truly transform the customer experience.
But before I was building products, I was a product support agent on the front lines: wearing a headset and navigating the unpredictable, high-stakes world of customer support.

If you’ve ever been an agent, you know the frustrations we can encounter on a daily basis. From hunting for the right document while a customer waits, doing mental gymnastics to remember a 15-minute call while writing a summary, or simply patching together workflows that were never designed for reality.

Back then, I didn’t want “more tools.” I wanted a partner, something that could anticipate my needs and remove unnecessary friction so I could focus on providing a friendly and personalized customer experience.

That experience is why I'm proud of what we’re building at UJET.
Our platform isn't just a collection of features; it's the partner I always wanted.

An intelligence suite designed to lift the burden from agents, allowing them to focus on what matters most: connecting with customers and delivering an efficient and personalized experience.

Here’s what that looks like in practice:

Generative Knowledge Assist: The Co-Pilot I Needed on Day One

What it does:
Generative Knowledge Assist doesn't just pull up a relevant document; it synthesizes the information from your knowledge base and the current conversation to provide a direct, concise response to the consumer’s inquiry.

Why it matters:
As a former agent, I can’t count how much time I lost searching through outdated documents or internal wikis. Agents now get the right information, at the right time, so they can provide faster, more accurate solutions.

Impact:

• Faster resolutions

• Confident agents

• Consistency across every shift
  

This is what real agent empowerment looks like: clarity at the exact moment it’s needed.

Real-Time Sentiment: A Clear Read on What Customers Aren’t Saying

What it does:
Sentiment analysis surfaces emotional shifts in real time: frustration, relief, hesitation, rising tension, etc.

Why it matters:
Every good agent learns to read between the lines but this feature turns instinct into insight. I would’ve given anything for a subtle signal that cued me in, “Hey, frustration is building - time to take a breath and recalibrate.”

This isn't about simply labeling a mood; it's about providing an emotional compass that helps agents navigate conversations with empathy. If a customer's frustration starts to rise, the agent can adjust their approach, de-escalate the situation, and turn a potentially negative interaction into a positive resolution.

Outcomes:

• Personalized, empathetic support
  

• Lower escalations
  

• Better CSAT without guessing
  
  

Chat Translation: Removing the Most Preventable Barrier in CX

What it does:
Real-time, two-way translation for 30+ languages, customers speak their language, agents speak theirs.

Why it matters:
I’ve watched good conversations fall apart simply because language got in the way -  we’ve completely removed the concept of a “language barrier”.

For agents:
No more juggling translators or pasting into Google Translate.

For customers:
Fluent, frictionless support.

For the business:
Global reach without building teams for each language.

In today's global market, a customer's native language should never be a barrier to exceptional service.
This is the kind of technology that makes CX feel human again.

Session Summarization: The End of After-Call Drag

What it does:
AI automatically generates a clean, accurate summary the moment the interaction ends: including key points, customer intent, and resolution.

Why it matters:
If you’ve ever been an agent, you know ACW is where momentum dies.
This feature drastically reduces the time an agent spends on documentation, allowing them to move on to the next customer more quickly. It also ensures that the summary is consistent, accurate, and ready for future reference or supervisor review.

Impact:

• Lower AHT
  

• Better documentation
  

• Agents spend their time helping customers, not writing essays
  

It’s simple: when you automate the repetitive work, agents can show up faster for the next customer.

By providing intelligent tools that automate mundane tasks and empower agents to be more empathetic, efficient, and knowledgeable, we're not just improving a workflow. We're elevating the entire customer experience and, most importantly, creating a better, more fulfilling environment for the people who make it all happen—the agents themselves.

Intelligent Agent Coaching: Guidance in the Moment It Matters

(Coming Soon)

What it does:
Provides data-backed, automated prompts and suggestions to agents during a live conversation. It can remind them to verify details, de-escalate, upsell, and avoid compliance issues.

Why it matters:
Most coaching happens after the call, when the moment is already gone.
This brings real-time coaching into the conversation.

What this unlocks:

• Faster ramp for new agents
  

• Consistency for seasoned agents
  

• Higher-quality interactions across the board
  

This is a dynamic tool that bridges the gap between coaching sessions and live customer interactions.

The Bigger Shift: Agents Stop Fighting the System and Start Supporting the Customer

When you remove friction for agents, everything downstream improves.

Herschend Family Entertainment proved this:

• 12% lower AHT
  

• 6% lower cost per contact
  

• 9% higher NPS
  

They unified their experience and empowered their teams.

That’s the heart of why we build UJET the way we do.

Not just as another contact center platform, but as the foundation of the Experience Center, where:

• context follows the customer,
  

• agents get what they need instantly,
  

• AI amplifies humans instead of replacing them,
  

• ...and every interaction feels effortless (on both sides).
  

As someone who spent years on the frontline, I’m proud to have helped build the platform I always wanted.

Taylor Tew
Product Manager, UJET

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FAQ

How does UJET AI reduce agent burnout?

By automating repetitive tasks like knowledge lookup and post-call summaries, UJET allows agents to focus on meaningful customer interactions; reducing mental load, improving engagement, and lowering burnout.

Does UJET support real-time translation?

Yes. UJET enables fluent conversations in more than 30 languages, removing language barriers without additional tools or specialized staffing.

Does UJET require a complex CRM setup?

No. UJET is built CRM-first, meaning customer data writes directly into your CRM in real time, giving agents full context instantly.