Endava and Upstream Works Launch Agentic AI Platform to Transform Enterprise CX

Quick Summary

The agentic AI Experience Platform, launched by Endava and Upstream Works, enables enterprises to scale customer engagement using autonomous AI agents. By utilizing Small Language Models (SLMs) and private LLMs, the platform reduces operational costs and ensures data sovereignty across financial services and retail sectors.

How Does the Agentic AI Experience Platform Reduce Operational Costs?

The platform addresses the cost to serve by shifting the focus from simple call routing to advanced AI reasoning. By deploying Small Language Models (SLMs) specifically optimized for customer experience, enterprises can achieve high-performance automation without the massive compute costs of general-purpose LLMs. This agentic AI Experience Platform targets "failure demand"—issues that should never have required human intervention—at the root. Key cost-saving features include:

• Unified orchestration of AI workflows to prevent redundant processing.
• Flexible deployment options (Cloud, VPC, or On-Premise) to utilize existing infrastructure.
• No rip-and-replace requirements, allowing integration with current CCaaS platforms.

What Industries Benefit from Agentic AI Workflows?

Endava and Upstream Works are specifically targeting high-volume, high-complexity sectors where autonomous customer experiences can move the needle. The partnership leverages Endava’s AI-native delivery methodology, known as Dava.Flow™, to ensure rapid implementation. The agentic AI Experience Platform is currently being rolled out across:

• Financial Services: Automating complex escalations and inquiries.
• Retail and Hospitality: Managing high-frequency customer interactions seamlessly.
• Travel and Airlines: Handling disruptions via real-time video, voice, and chat.

How Does the Platform Ensure Data Sovereignty and Security?

For enterprise clients, maintaining data sovereignty is a non-negotiable requirement when adopting AI. The agentic AI Experience Platform provides full control over data residency, ensuring that sensitive customer information remains within the client's preferred environment. By supporting private LLM deployments and end-to-end observability, the platform meets strict governance and compliance standards. This allows human agents to receive real-time AI-powered context and suggested responses without exposing internal data to public AI models, ensuring a secure and personalized engagement environment.

FF NEWS TAKE:

This partnership between Endava and Upstream Works definitely moves the needle by tackling the "reasoning problem" in customer service. While many firms offer basic chatbots, the focus on agentic AI Experience Platform orchestration and Small Language Models shows a sophisticated understanding of enterprise cost-efficiency. By prioritizing data sovereignty and avoiding "rip-and-replace" hurdles, they are removing the primary friction points for financial services adoption of generative AI.