Global UCaaS provider Wildix launched an embedded, agentic AI layer for UCaaS, which is now operational across over 1,000 customer environments. The AI layer is designed to adapt to situations, automating interactions across voice, chat, SMS, WhatsApp and web without relying on static scripts or bolted-on bots. In particular, it can interpret languages, reference past exchanges and apply contextual logic to guide decisions.
The modular system can be tailored to specific workflows, whether routing calls, handling appointments or managing surges. Configuration occurs via a visual no-code studio, making deployment fast, repeatable and scalable for partners and customers.
Wildix extends contextual automation, shared memory and a no-code design, reducing overflow while speeding response.
“Organizations are under pressure to accelerate service, reduce costs and improve responsiveness,” said Dimitri Osler, Wildix co-founder and CIO. “This release is designed to meet those expectations immediately. Our AI doesn’t just assist. It executes, adapts and integrates natively into existing workflows with zero disruption.”
Key capabilities include:
- Codeless AI studio, to launch expert workflows.
- Multilingual support in 13+ languages, spanning voice and chat.
- Sentiment-aware escalation to route complex or emotional cases to humans.
- Native integrations with Salesforce, HubSpot, WhatsApp and Make.com.
- Omnichannel deployment, including browser, mobile, headsets and embeddable widgets.
- Persistent memory across agents, channels and sessions.
- GDPR-aligned architecture, with transcription engines separated from LLMs to protect PII.
The system is available across the full Wildix suite.
Wildix noted that it spent years building AI features for real business use-cases. This release consolidates innovations into a single automation layer that can scale without disrupting daily operations or introducing third-party complexity.
Upcoming enhancements include unified scoring to assess AI and human agent performance, CRM-driven coaching, native WhatsApp automation and expanded language support.
