AI experience layer
UWXP
Agentic reasoning and decision intelligence on specialized small language models, with no training on your data.
- 1Repeat contactSame customer, same issue
- 2Root cause foundRefund status missing from the app
- ✓Fixed at sourceFewer contacts like it next week
What is UWXP?
UWXP is the Upstream Works AI experience layer. It reasons over why customers contact you — not just where to route them — and runs natively inside Totalix™ or on its own.
40–60% of contact-center volume is avoidable “failure demand” — repeat contacts from policy ambiguity, broken digital journeys and poor hand-offs. Routing is a solved problem; reasoning isn’t.
Agentic reasoning and decision intelligence — sovereign and governed, with no training on customer data — on specialized small language models.
A de-risked path — Coexist → Displace → Replace — that measurably cuts failure demand and cost per interaction without a rip-and-replace commitment.
What UWXP does.
Reasoning over routing
Decision intelligence that reads intent, policy and history to pick the next best action — not just the next queue.
Autonomous resolutions, 24/7
AI agents reason, decide and act across journeys, channels and systems — voice bot, chatbot and agentic self-service that resolve without a person when they can.
Hand-off with full context
When a request needs human judgment, the interaction reaches the right agent with the history, the intent, next best actions and suggested responses ready to send.
Coexist → Displace → Replace
Start beside the tools you have, move volume as the results prove out, and replace only what no longer earns its place.
Built on four principles.
Orchestrated
Agentic orchestration, human and autonomous CX
Specialized AI agents with defined roles — intent, policy and guardrail, decision, action, human interface — coordinate across channels, interactions and business systems to resolve requests end to end, 24/7.
Secure
Sovereign, private and governed
Your data stays where you put it. Policy-based governance, compliance monitoring and end-to-end observability make every decision explainable, traceable and reviewable.
Economical
Specialized SLMs, lower cost-to-serve
Small language models tuned to CX and private LLMs, matched to each task to keep cost-to-serve down, with no training on your customer data.
Flexible
Cloud, VPC, on-premise and desktop choice
Deploy where your data lives — cloud, VPC or on-premise — on Upstream Works solutions or coexisting with the CCaaS platform you already run.
AI and people, side by side.
Three ways an interaction can run. UWXP balances priorities, constraints and sensitivities to deliver the right resolution with automation, speed and control — and when a hand-off is needed, the human agent gets full context.
AI acts independently
Autonomous
High-volume requests resolved end to end in a human-like conversational tone, across voice and digital channels, cutting cost per contact at scale.
AI supports the human agent
AI-assisted
When a hand-off is needed, the agent gets full context, real-time guidance, next best actions and suggested responses — faster, more consistent resolutions.
Human agent in control
Human-led
High-value and sensitive interactions are intentionally routed to qualified people, with the right authority and context, for the empathy and expertise AI can’t replace.
How it is built.
Multi-agent orchestration powers autonomous CX and AI-assisted human service operations. Three layers, top to bottom — and the outcomes they are built to deliver.
Unified data foundation
Knowledge, context, data and compliance unified across sources and integrated with your business systems, CRMs and ERPs included, so every AI workflow uses the same context.
- Knowledge
- Context
- Data
- Compliance
- Business systems
Agentic intelligence layer
Adaptive orchestration selects the best action using rules, SLMs and LLMs where they add value. Specialized agents reason, decide and act, with policy and compliance enforced across every workflow and every decision traceable.
- Intent
- Policy & guardrail
- Decision
- Action
- Human interface
Service operations
Autonomous and AI-assisted interactions run with decision governance and action orchestration across your workforce, business systems and compliance controls — for consistent, predictable and measurable results at scale.
- Workforce
- Business systems
- Compliance
Outcomes designed for your priorities.
Reduce costs
Autonomous AI handles tasks end to end, cutting operational overhead.
Boost performance
Real-time orchestration of AI and human agents drives faster, more consistent resolutions at scale.
Elevate CX
Anticipate and adapt to customer needs across channels with connected, context-aware service.
Eliminate failure demand
Resolve issues before contact, reducing inbound volume and service costs.
Flexible adoption
Stay in control of your rollout, with migration flexibility based on proven, measurable results.
Scalable growth
Intelligent automation adapts processes and workflows to support growth without rebuilding.
How UWXP fits the family.
UWXP is the AI experience layer of the Upstream Works family and a brand in its own right. It powers the voice bots, chatbots and agentic self-service in every Totalix™ edition, and it can also be deployed on its own, alongside a contact-center platform you already run. Totalix™ runs the conversation; UWXP works out why it happened and how to stop it recurring — with the fail-safe of instant escalation to a skilled human agent on Totalix™ in the moments where empathy and human judgment matter.
Enterprise-grade security and privacy.
Your data, your control: encryption, identity controls, dedicated infrastructure and continuous monitoring, with every automated decision explainable, traceable and reviewable.
No training on your data
Data processing agreements guarantee your data never trains shared or public models; prompts and responses stay in your tenancy.
AES-256 encryption
At rest and in transit, end to end, with no exceptions. Bring-your-own-key supported.
Single sign-on and role mapping
SAML 2.0, OIDC and SCIM, with MFA and conditional access; role-based permissions from your identity provider.
Vulnerability and threat tracking
Continuous CVE scanning, with every issue tracked through to resolution.
Data retention and right to forget
You set the retention rules, with per-record deletion. GDPR ready.
Three steps from here.
Start with a working session, prove it beside what you run today, then scale at the pace the results justify.
AI & CX Strategy Workshop
A facilitated DREAM Workshop session with your leadership team to baseline failure demand in your environment and map where AI fits first.
Book the workshopProof of value
UWXP deployed alongside your existing CCaaS, with autonomous resolutions and failure-demand suppression measured against your baseline.
Request a demoJoint roadmap
A phased path from coexistence to displacement, sized to your business case, with replacement at your pace.
Questions about UWXP.
Is UWXP a chatbot?
No. UWXP is an AI experience layer that includes voice bots, chatbots and agentic self-service, but its job is to reason over why a customer made contact and resolve or prevent the cause — not just to deflect the conversation.
Can UWXP run beside the CCaaS we already have?
Yes. It starts in coexistence, running alongside your existing platform while autonomous resolutions and failure-demand suppression are proven in live accounts against a measured baseline. Interaction classes then migrate as the results prove out, and replacement happens at your pace — no rip-and-replace.
Does UWXP need Totalix?
No. UWXP runs natively inside Totalix™ and powers its bots and self-service, but it can also be deployed on its own beside a contact-center platform you already run.
Does UWXP train on our customer data?
No. UWXP uses specialized small language models that are not trained on your customer data.
What is failure demand?
Failure demand is contact caused by a failure to do something, or to do it right, the first time. Between 40% and 60% of contact-center volume is typically avoidable failure demand — a concept from John Seddon and Vanguard Consulting.
How is UWXP delivered?
Directly by Upstream Works or through our partners, using the ENGAGE method: Evaluate, Narrow, Ground, Assemble, Go-live, Evolve.
Request a demo
Find out how much of your demand you can make disappear.
Tell us who you are and what you run. We’ll show you UWXP — AI experience layer — on your use case.
- A live tenant, not a slide deck
- The engineer who knows your platform
- Or connect with one of our 50+ partners
Want your own Totalix trial tenant from 1 December 2026? Join the waitlist →
Planning your AI and CX strategy first? Book a DREAM Workshop →
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