conversational-analytics
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Spiral by UJET Wants to Make Support Tickets Disappear
Spiral reads every customer conversation to find the trouble upstream. Turo's first three months suggest the useful metric is not how fast support answers, but how often customers never need to ask.
The 2% Problem: Why Your QA Scorecard Isn't Telling You About Your Customers
Traditional contact center QA reviews roughly 2% of calls and reports the result as if it describes the whole operation. This page frames the choice between sampling and reading 100% of conversations as an architectural decision rather than a feature difference, comparing how CallMiner, NICE Nexidia, Qualtrics XM Discover, and Spiral by UJET handle coverage, discovery of unknown issues, setup time, and whether output reaches a product team or stops at a QA scorecard. The core argument: a 2% sample tells you about your scorecard, not about your customers.
The 95% You Never Read
Most support teams hand-read roughly 5% of their conversations and make decisions on the other 95% by intuition. This story examines what actually changes operationally when a team reads 100% of conversations across voice, chat, email, surveys, social and reviews using Spiral by UJET: QA becomes real measurement instead of a scorecard exercise, emerging issues surface in days rather than quarters, and the contact-driver list turns into a product backlog. Turo's published three-month results anchor the case: average handle time down 28 seconds, CSAT up 5%, and improved SLA performance.
Stop Building AI Walls. Fix the Reason People Call.
Spiral by UJET is an AI-powered conversational analytics platform that uses Deep AI Research to autonomously analyze 100% of customer interactions across voice, chat, email, surveys, social media, and reviews. Rather than deflecting customers with AI walls, Spiral finds the root cause of why people contact support in the first place and helps teams eliminate avoidable contacts at the source. Founded by Elena Zhizhimontova and acquired by UJET on November 18, 2025, Spiral continues as a standalone product while feeding conversational intelligence into UJET's cloud contact center platform.
Matt Clare
Filmed on the expo floor of CCW 2026, this CX Today conversation with UJET's Matt Clare cuts against the deafening tradeshow chorus of 'automate everything.' Instead of using AI to stop customers from reaching out, UJET's newly acquired Spiral analyzes 100% of customer conversations to explain WHY customers are calling, so companies can fix the underlying problem. Clare argues that people still trust people, that AI's real job is to superpower human agents rather than replace them, and that customers deserve choice in how they get help. The talk touches on UJET's brandable mobile and chat SDK, its analytics-to-action loop, and the emerging world of agentic experience orchestration.
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.
Inventive
Inventive is a San Francisco startup building customer-facing AI that B2B SaaS companies embed inside their own products. Its first product, an embedded AI Analyst, lets a software vendor's customers use plain language to explore data, build custom reports, and act on insights. What sets Inventive apart is the layer around the agent: built-in quality and learning systems that test across accounts, catch mistakes, and propose fixes so the AI measurably improves week over week instead of degrading after a good demo. Founded in 2022 by ex-Google, Meta, and Microsoft product and platform veterans, the company launched out of stealth in June 2024 with a $6.5M seed round led by Wing VC.
Michael Chang
Michael Chang is the founder and CEO of Synergies Intelligent Systems, a Cambridge, Massachusetts company building JarviX, a no-code augmented analytics platform that lets factory workers and executives 'talk to their data' in plain language. An MIT-trained PhD in electrical engineering and computer science, he pivoted from optics, machine vision and computational biology research into the messy world of manufacturing data, spending years inside Foxconn where his analytics work reportedly saved a Shenzhen factory around $20 million. In 2022 he raised a $12 million Series A led by NGP Capital to bring conversational, AI-driven decision-making to legacy industries.
Teramot
Teramot is an AI-powered data infrastructure company that connects any AI model - Claude, ChatGPT or Gemini - to a company's real data in under an hour, with no technical team required. Its system of specialized AI agents inspects existing databases, warehouses, ERPs, CRMs and APIs, detects data-quality issues, proposes transformations and generates transparent, auditable SQL that produces a production-ready, queryable data layer called a Gold Table. Founded in 2022 (formerly Halley) and led by CEO Bruno Ruyu, the company is based in San Francisco with roots in Cordoba, Argentina.
Erik Kuld
Erik Kuld is the co-founder and CEO of Inventive, a San Francisco startup that embeds a conversational AI analyst directly inside enterprise software so customers can ask for custom reports and insights in plain language. A Harvard molecular biology graduate who pivoted into product marketing at Box, Google, and Looker, Kuld launched Inventive out of stealth in June 2024 with a $6.5M seed round led by Wing VC. He pitches a simple promise to product teams: ship smarter customer-facing analytics in weeks, not quarters.
Zenlytic
Zenlytic is a New York based AI analytics company behind Zoe, an AI data analyst that answers complex business questions in plain language and returns verifiable, source-cited results. By pairing large language models with a governed semantic layer, Zenlytic lets non-technical teams self-serve trustworthy analytics from warehouses like Snowflake, BigQuery and Databricks, generating dashboards, presentations and models without a data team in the loop.
UJET
UJET is an AI-powered cloud contact center platform built on a CRM-first, mobile-native architecture. Used by Turo, SPANX, Herschend, and Capital on Tap, it pairs voice, digital, and media-rich channels with generative AI for agents and self-service. UJET partners with Google Cloud to deliver Google Cloud CCaaS, and in 2026 announced Agentic Experience Orchestration (AXO), an AI orchestration layer that builds on its 2025 acquisition of conversational-analytics company Spiral.