Customer-facing teams have never had more data… and less clarity.

Every day, conversations pour into support queues, ticketing systems, CRM logs, surveys, social platforms, and review sites. Millions of signals. Thousands of touchpoints. But none of them aligned, connected, or complete.

Organizations have built entire stacks to solve this: CCaaS platforms, survey systems, BI dashboards, tagging engines, QA suites, AI transcription tools, and more.

Despite all of this technology, most companies still can’t answer the one question that determines performance, loyalty, cost, and operational health:

“Why is this happening?”

Why are refunds spiking? Why did handle time jump last week? Why are customers abandoning onboarding? Why is churn suddenly clustering in one segment?

This is the central failure in customer intelligence today: A visibility failure.
Most companies are flying blind because they only ever look at about 5% of their conversational data!

The remaining 95% lives in the blind spot: unstructured, unanalyzed, and full of the root causes everyone is searching for.

This leads to:

• conflicting dashboards

• inconsistent definitions across teams

• tribal knowledge and guesswork

• months of manual tagging

• reactive firefighting

• and the expensive habit of fixing the wrong thing, too late
  
  

This blind spot is expensive: up to $30M in preventable churn and ~$7 wasted per avoidable contact each year - it adds up quick.

This is the problem Spiral was built to solve.

Meet Spiral by UJET

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The AI Issue Hub for Decision-Grade Customer Intelligence

Spiral by UJET is an AI Issue Hub, a new layer of intelligence that ingests 100% of your customer conversations and feedback, detects ultra-specific issues hiding in the noise, and returns a clear, explainable, financially quantified answer to any business question.

You ask Spiral’s AI agent a plain-language question:

• “Why did handle time spike this week?”
  

• “What’s driving cancellations this month?”
  

• “What changed after our new release went live?”
  

• “Where are we about to see trouble?”
  
  

Spiral searches across every call, chat, email, survey, and review, and gives you:

• the root cause
  

• the customers affected
  

• the financial impact
  

• the trend line
  

• and the recommended fix

All within seconds. All from one plain-language question.

This is decision-grade intelligence, built from real conversations; not sentiment scores, not topic models, not keyword reports, and not AI guesswork.

If legacy analytics tell you what happened, Spiral tells you why... and what to fix first.

Decision-grade Intelligence is the cornerstone of ensuring the best customer experiences never require an interaction.

Why UJET Acquired Spiral

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Solving the “multiple truths” problem once and for all

Across CX, Product, Engineering, Ops, and Finance, everyone has data, but nobody has the same truth.

Every team uses different tools.
Every tool labels issues differently.
Dashboards contradict each other.
Root causes remain buried.
And problems escalate before anyone aligns on what’s actually happening.

Spiral fixes the alignment problem at its source.

By sitting above the entire CX ecosystem, Spiral becomes the single, explainable intelligence layer that unifies all signals, all terminology, and all teams.

This partnership brings together:

• UJET’s modern engagement platform: built for intelligent, contextual customer interactions
  

• Spiral’s decision-grade intelligence: built to explain customer problems with clarity and precision

How Spiral Works: The Three-Pillar AI System

Spiral’s accuracy, reliability, and speed come from a proven three-part architecture:

1. Autonomous Taxonomy Generation

Spiral’s proprietary clustering models and LLMs generate an unbiased, standardized issue taxonomy directly from your conversational data.

This eliminates:

• months of manual tagging
  

• inconsistent naming conventions
  

• subjective human interpretation
  

• siloed taxonomies by team
  

Your entire organization aligns around the same language — instantly.

2. Blind Spot & Ultra-Specific Issue Detection

Spiral identifies:

• Chief Complaint — the primary driver
  

• Sub-Issues & User Stories — the deeper product nuances
  

• Sparse signals — issues that appear in 0.1% of conversations
  

• Unknown-unknowns — problems you never thought to look for
  
  

Independent customer testing shows roughly 98% accuracy in issue detection, making the intelligence truly reliable.

3. Queryable AI Agent

Once everything is classified, Spiral makes all data instantly searchable through a natural-language interface.

Any person across CX, Product, Finance, Ops, or Engineering can ask a plain-language question and get a full, explainable report in seconds.

This turns months of analysis into moments of clarity.

What You Can Ask Spiral (Real Examples)

Use Cases Across CX, Product, Engineering, Finance, and Growth

FAQ

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Is Spiral by UJET a standalone product?

Yes. Spiral will continue as Spiral by UJET and is fully platform-agnostic.

How accurate is Spiral by UJET?

Independent customer testing shows ~98% accuracy in issue detection.

Who can use Spiral?

Anyone: CX, Support, Product, Engineering, Finance, Marketing.
Its natural-language interface makes complex analysis accessible to everyone.

How long until we see value?

Spiral integrates in hours, not months. Most customers see immediate ROI in days once avoidable contacts and churn drivers are surfaced.

How is Spiral different from traditional text analytics?

Most analytics tools focus on describing customer conversations through sentiment scores, topic buckets, keyword matches, or sampled transcripts that only scratch the surface.

Spiral is fundamentally different. It’s an AI Issue Hub, built to deliver decision-grade intelligence, not descriptions.

Here’s how:

• It analyzes 100% of your conversations, not a tiny sample
  

• It autonomously builds the entire issue taxonomy, so teams aren’t stuck tagging or debating terminology
  

• It detects ultra-specific, non-obvious issues — including sparse signals that never appear in dashboards
  

• It explains itself, showing the exact root cause, impact, and recommended fix
  

• It’s queryable in plain language, so any team (CX, Ops, Product, Engineering, Finance) can get answers instantly
  

Text analytics tells you what customers said. Spiral tells you what’s actually happening and what to fix first.

The Future of Customer Intelligence Starts Here

Spiral by UJET turns millions of conversations into decision-grade intelligence, giving every team:

• one shared truth

• one clear path to action

• one smart way to fix the issues that matter most

No more blind spots. No more multiple truths.
Just clarity, alignment, and the confidence to act quickly.