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ujet.cx @ujetcx

not your mother's #ccaas

Joined February 2017
  • Tweets 4,218
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ujet.cx
@ujetcx
May 5
“Human agents are the new CX differentiator.” Nah, humans have ALWAYS been the key. In a world where AI self-service experiences are getting worse before they get better, the organizations keeping humans in high-judgment roles are going to pull ahead on customer retention. Clock it.

ALT Hailey Bieber GIF by Nick Rich
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ujet.cx
@ujetcx
Jun 12
Three things to retire from your contact center QA rubric: ❌AHT (rewards throughput, not resolution) ❌Deflection rate (rewards customer avoidance) ❌Script adherence (punishes creativity) agree? disagree?
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ujet.cx
@ujetcx
Jun 12
AHT (average handle time) was built for the contact center of 2015. It's now actively preventing the contact center of 2030. I won't elaborate further.

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ujet.cx
@ujetcx
Jun 11
ok first, here's 3 QA metrics built for YESTERYEAR AHT: rewards throughput, punishes the long retention save Deflection Rate: rewards keeping customers away from agents Script Adherence: punishes the creative save If your rubric is built on these, you're grading agents for work *AI* has fundamentally changed!

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ujet.cx
@ujetcx
Jun 11
Basically, when agents don't spend half their shift copying data between six tabs, they have bandwidth left for the *craft* of the job: for listening deeply, for judging well, for trying the non-obvious move on a difficult case.

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ujet.cx
@ujetcx
Jun 11
so here's a proposition, 3 replacement metrics for the AI era: Craft Score (judgment under pressure) Emotional Temperature Delta (where the customer ends, not just where they started) Reclaimed Time Allocation (what your agents do with AI-saved time) Full breakdown on our LinkedIn long-form: linkedin.com/pulse/metrics-c…

The Metrics CX Leaders Should Actually Be Tracking in 2026

Contact center scorecards were built for a job that doesn't exist anymore. There, we said it.

linkedin.com
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ujet.cx
@ujetcx
Jun 11
A supervisor told us about one of his best agents last quarter. She had spent 25 minutes on a healthcare retention save. Customer was crying-grateful by the end but her AHT got WRECKED. He had to coach her DOWN in a 1:1. (a thread on why the QA rubric quietly punishing customer service agents for their best work🪡)

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Customer service agents aren't worried about AI replacing them. They're worried about AI making their jobs worse while leadership claims it's getting better. 🗣️🗣️🗣️🗣️🗣️🗣️🗣️🗣️
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65% of customers tell agents they're frustrated about repeating info they already gave to the bot. Which means on two-thirds of escalated calls, the AI didn't just fail, it made the human interaction HARDER. That's worse than no automation imo.

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55% of contact center AI investments are rated low-maturity. Translation: most "AI strategies" right now are chatbots, routing, and basic analytics stacked in a trench coat.

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Serious question for CX leaders: what percentage of your AI spend is on tools your agents actually trust? Not "use." Trust.

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ujet.cx retweeted
Sha
@shahjahan_ch
May 30
UJET turned the contact center into a smartphone-first product. Then Google Cloud bet on it. @ujetcx - Featured on YesPress yespress.io/ujet-cx?utm_sour…

ujet.cx

UJET is the AI-powered cloud contact center platform behind Instacart, Turo, Wag!, and Google Cloud's CCAI.

yespress.io
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ujet.cx retweeted
SoftwareReviews@SW_Reviews
Jun 4
Meet the 2026 Contact Center as a Service #Enterprise Data Quadrant Award Winners! 🚀 Kudos to @NICELtd, @Avaya, @ujetcx, and @Five9 for their incredible accomplishments! Download our report! 🔗✨ softwarereviews.com/categori… #ContactCenterAsAService #Software #Awards2026
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The bolt-on era of contact center AI is over. You can't patch a 20-year-old stack with a chatbot and call it transformation. 🥀
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There’s a difference between call deflection and issue resolution. Legacy self-service optimized for the first: keep customers away from agents, measure success by transfer rate reduction. Modern virtual agents optimize for the second: actually resolve the issue, measure success by customer outcome. The metrics look similar on a dashboard but the customer experience is completely different.

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The hybrid AI conversation in contact centers in a nutshell: 🌰 It's is less about technology than risk tolerance. Deterministic AI for compliance-sensitive, predictable flows. Generative AI for open-ended, natural conversations. ORGS NEED BOTH. Not all of them know that they can have both.
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$3.7 trillion in global revenue is at risk from poor customer experiences annually. That number traces back to the moment a customer hits a bot that can’t help them and decides it’s not worth trying again.
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The problem isn’t that AI is bad. It’s that most contact center AI was deliberately designed to block customers from reaching humans, not to help them.
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71% of customers expect personalization and 76% get frustrated when they don’t get it. While it's true self-service bots know the customer’s name at authentication... let's all admit that’s not personalization,,, that’s a greeting?? The gap is EVERYTHING in between.

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