UJET announced the acquisition of Spiral, a conversational analytics and artificial intelligence company, to expand its AI capabilities and add a standalone customer intelligence product to its portfolio. The transaction enhances UJET’s core CCaaS platform and accelerates its roadmap for conversational AI, predictive analytics, and large-scale customer data analysis.
Based in San Francisco, UJET provides an AI-powered cloud contact center platform used by enterprises to modernize customer service operations. Spiral’s technology brings deeper visibility into customer conversations by analyzing high-volume interactions across channels, including voice, chat, email, surveys, and social media. The platform automatically identifies and quantifies detailed customer issues while enabling users to search this data through an AI agent that supports natural language queries.
As enterprises increasingly invest in artificial intelligence to transform the customer experience, many organizations still struggle to extract meaningful insights from customer interactions. Companies typically collect hundreds of thousands of service conversations every month, while manually reviewing only a small fraction of what customers report. This gap results in millions of dollars in preventable customer churn due to unresolved or misunderstood issues.
Integrating Spiral’s intelligence layer into UJET’s AI-first contact center platform creates a closed-loop system for improving the customer experience. UJET provides automated and agent-assisted interaction capabilities, while Spiral delivers the underlying reasoning, issue detection, and customer feedback analysis. Together, the combined offering helps businesses anticipate and address problems earlier, refine self-service systems, improve operational decision-making, and enhance overall customer satisfaction.
Spiral by UJET will continue operating as a standalone product while also serving as a deeply integrated component of UJET’s broader AI roadmap. Existing customers, including Owlet and Whitepages, will remain supported, and joint customer Turo has already reported measurable benefits from using both platforms.
The acquisition was completed for an undisclosed amount.
KEY QUOTES:
“It takes just one bad customer experience for a problem to escalate beyond frustration into actual churn. 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.”
Vasili Triant, CEO of UJET
“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.”
Elena Zhizhimontova, Founder and CEO of Spiral
“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.”
Julie Weingardt, Chief Operations Officer at Turo
