ai-in-cx
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100% of Agents Use AI Every Day. Zero Think It's Essential.
UJET's Agent Survey Report, 'The Agent and AI Disconnect,' surveyed 250 U.S. frontline contact center agents at mid-market and enterprise companies to compare AI hype with the daily reality on the call center floor. The findings reveal a striking paradox: while 100% of agents use AI every single day, 78% say those tools are not transformative, 93% are confident they could do their jobs without them, and not a single agent considers AI critical to their success. The report argues that immature, bolt-on AI — especially chatbots layered onto legacy systems — is deflecting customers rather than helping them, leaving agents to clean up failed bot interactions. It closes with a seven-pillar blueprint for turning AI from a liability into a genuine agent co-pilot.
SurveySensum
SurveySensum is an AI-enabled customer experience and feedback platform that lets mid-to-large enterprises build, distribute, and analyze NPS, CSAT, CES, employee, and market-research surveys in real time. Founded in 2019 by Rajiv Lamba as a product of NeuroSensum, it positions itself as an affordable, execution-focused alternative to enterprise stacks like Qualtrics and Medallia, pairing omnichannel survey distribution with AI-driven text and sentiment analytics and closed-loop action management.