Wildix has announced the launch of what it says is the industry’s first fully embedded agentic AI layer for UCaaS.
Designed to adapt to each organisation’s operations, the AI layer automates interactions across voice, chat, SMS, WhatsApp, and web without relying on static scripts or bolted-on bots.
The system interprets language, references past exchanges and applies contextual logic to guide each decision.
“Organisations are under pressure to accelerate service, reduce costs and improve responsiveness,” said Dimitri Osler, co-founder and CIO, Wildix.
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.”
Modular by design, the system can be tailored to specific workflows, including routing calls in public services, handling appointments in healthcare or managing surges in retail.
Configuration happens through a visual no-code studio, making deployment fast, repeatable and scalable for partners and customers alike.
Why Tech Leaders Should Care — Now
According to Gartner, agentic AI will autonomously resolve 80 percent of customer service issues by 2029, leading to a 30 percent reduction in operational costs.
“Businesses are increasingly looking to automate workflows that can help to drive customer satisfaction and efficiency simultaneously,” said Oru Mohiuddin, Research Director, IDC.
Solutions that can help to achieve this will resonate closely with customer demand.”
Wildix says it automates the high-frequency, high-friction tasks that slow teams down – scheduling, call routing, follow-ups and FAQs, while maintaining full context across every interaction.
Key capabilities include:
- Codeless AI studio to launch expert workflows in minutes
- Multilingual support in 13+ languages, across 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
Real-World Use Cases: From Telehealth to Football Fandom
In the UK, several telehealth providers have implemented Wildix’s AI system across more than 40 dental practices to address peak-hour call volumes.
The AI receptionist handles scheduling, reminders and insurance queries, which Wildix says reduces third-party overflow costs and increases billable appointment time.
In Spain, the Valencian Football Federation uses the tech to absorb seasonal surges in fan inquiries, including ticketing, schedules and match-day updates. The system handles tens of thousands of contacts during peak events, without requiring year-round staffing.
The Risks You Can’t Ignore
For IT and tech leaders, the most interesting UCaaS agentic AI applications go beyond automation – they offer strategic leverage through enhanced productivity, seamless integration, and data intelligence.
But as with any new form of tech, a long list of pros will be matched by an equally long list of challenges:
AI That Acts, Sometimes Too Much: Agentic AI doesn’t just suggest; it executes. This is great for speed, but bad if it mishandles an escalation, botches a booking, or gives a wrong response to a sensitive question. Autonomy without oversight can cause service failures and customer blowback.
The Black Box Problem: These systems “learn” and “decide” but can’t always explain how. That’s a problem for compliance, audits, and angry customers asking, “Why did your system do that?”
Data Privacy Minefield: Wildix has built in GDPR safeguards, but not all systems do. If AI mishandles sensitive data in voice, chat, or WhatsApp, companies could be looking at real regulatory pain. One misrouted transcript could cost millions.
No-Code, No Trouble: Drag-and-drop sounds easy until a bot sends customers in circles because someone forgot a fallback path. Bad AI config can spiral fast and customers won’t wait.
People May Push Back: Support teams worry about being replaced. Customers want to talk to humans, especially when things go wrong. Ignore that, and any rollout could flop. Even smart AI fails without cultural buy-in.
Killing the Human Touch: AI can answer fast, but not always well. When someone’s frustrated or emotional, a polished bot still feels robotic. Too much automation can lead to a cold customer experience and lost loyalty.
Looking at the bottom line, agentic AI in UCaaS is a powerful tool, but definitely not plug-and-play – it needs governance, guardrails and overall, good judgment.
