UJET, a prominent player in AI-driven contact center innovation, has announced it has acquired Spiral, a conversational analytics and AI company focused on deep customer feedback and interaction intelligence.
The move is aimed at accelerating UJET’s AI roadmap and enhancing its end-to-end customer experience (CX) platform with advanced conversational AI, predictive analytics, and business intelligence capabilities.
Spiral’s technology analyzes millions of customer conversations across voice, chat, email, surveys, and social media, automatically detecting and categorizing specific customer issues at scale. This enables organizations to uncover insights from data that typically goes unanalyzed — a critical advantage as businesses today collect roughly 300,000 support conversations monthly but manually extract only 5% of reported issues.
“It takes just one bad customer experience for a problem to escalate beyond frustration into actual churn,” said Vasili Triant, CEO of UJET. “Yet most companies can’t analyze interaction data at scale, leaving many common customer issues in the dark. UJET’s acquisition of Spiral will provide businesses with a unified view of all customer conversations for more proactive, personalized service. Gone are the days of blind spots. Leaders will now have full visibility into business, product, and service problems to improve issues before escalation.”
The integration of Spiral’s AI analytics with UJET’s cloud contact center platform creates a powerful feedback loop: UJET delivers the “how” for automated and live-assisted interactions, while Spiral provides the “why” through conversational intelligence. This combination aims to help brands anticipate and resolve customer issues earlier, improving overall service quality and reducing churn.
Elena Zhizhimontova, Founder and CEO of Spiral, emphasized the strategic fit: “We built Spiral to take millions of customer conversations and turn them into clear, actionable insight. By combining Spiral’s AI with UJET’s cutting-edge CCaaS platform for modern-day customer service, Spiral by UJET will continue as the focused product our customers rely on, now with a more CX-driven roadmap and deeper integrations. Together we can shine a brighter light on customer issues for more organizations worldwide, giving brands the clarity they need to spot issues sooner, address problems faster, and create better products, services, and experiences over the long term.”
Several customers are already benefiting from the combined capabilities. Julie Weingardt, Chief Operations Officer at Turo, a joint customer, said: “We have been using UJET’s CCaaS platform and Spiral for several years now. Our goal is always to provide experiences that enable resolutions with as little effort as possible. Spiral’s AI transformed our approach and helped us build a Voice of the Customer program that is smart and strategic, by capturing structured feedback during the support journey. Spiral AI’s platform allows us to analyze customer conversations and commentary, pinpointing areas where we can improve proactively. We’ve used these insights to refine our self-service options, hone our knowledge base, and help better guide quality agent responses.”
The terms of the deal were not disclosed. Spiral will continue to operate as Spiral by UJET, maintaining its standalone offering while deepening integration with UJET’s AI and product teams.
