Virtual Agents Built to Act, Not Just Chat
Most virtual agents can talk. UJET's can act — reading your systems, executing real workflows, and escalating with full context when a human's genuinely needed. UJET’s Virtual Agents are available standalone or unified as part of UJET’s Agentic Experience Orchestration (AXO) persistent AI layer.
A UJET Virtual Agent resolves customer requests by executing real actions in your business systems, not just answering questions. It connects to backend systems to independently handle real-world tasks — processing a claim, applying a credit, updating an order — without requiring a human. It delivers natural, empathetic support across phone, mobile, and web in 40+ languages, for both sales and service.
Contact Center and Customer Experience Management, Aberbeen
Context Decides the Route
Real-time and historical data determine whether a virtual agent or a live agent will get the best outcome — before the customer waits to find out.
Know How They Feel, Not Just What They Said
Natural language models read intent and sentiment, personalizing the interaction and escalating automatically when it matters.
The Right Agent for the Job
General agents handle broad, early-journey requests (order status, hours, inventory); specialized agents manage complex, multi-step work like claims and appointment changes.
The Handoff Customers Never Notice
Virtual agents don't disappear when a human takes over — they stay in the conversation as AI Assist, gathering identity verification, account details, and issue context first, so nothing gets repeated and handle time drops.
Complementary IVR, Built In
Every UJET Virtual Agent includes visual and voice IVR out of the box: touch-first, in-app navigation instead of "press 1 for..."; intelligent voice menus that route by intent and CRM data like purchase history or member status; and SmartActions-powered SMS updates with live wait times while a customer waits. Personalized routing works across unlimited queues with no-code rules — one less system to license, one less thing to integrate.
Frequently Asked Questions
What is a UJET Virtual Agent?
What is a UJET Virtual Agent?
A UJET Virtual Agent is an agentic AI system that resolves customer requests by executing real actions in your business systems — not just answering questions. It connects to backend systems to handle tasks like processing a claim or updating an order, and escalates to a human agent with full context when needed.
What is IVR (Interactive Voice Response), and does UJET still offer it?
What is IVR (Interactive Voice Response), and does UJET still offer it?
IVR is the technology that routes a caller through voice or touchscreen menus to the right destination — a person, a self-service flow, or a virtual agent. Every UJET Virtual Agent includes IVR as a built-in, complementary capability: visual IVR for in-app navigation, and voice IVR for phone channels.
How do virtual agents and IVR work together?
How do virtual agents and IVR work together?
IVR captures what a customer needs and how they'd like to be helped (voice, chat, SMS); the virtual agent then uses that intent, plus real-time and historical CRM data, to resolve the request directly or route it to the best available agent — with no need to repeat information along the way.
How do virtual agents and IVR improve customer satisfaction?
How do virtual agents and IVR improve customer satisfaction?
By replacing generic "press 1 for..." menus and repetitive self-service loops with routing based on actual customer data and intent, and by letting a virtual agent resolve simple requests immediately rather than making a customer wait for a human to do the same thing.
What should businesses consider when implementing a virtual agent?
What should businesses consider when implementing a virtual agent?
The main factors are which request types are highest-volume and best suited to automation, how routing rules should reflect customer segment or account tier, and how escalation to a human should be triggered. UJET's discovery services can analyze your existing interaction volume to answer these questions before you deploy.