Upstream Works and Endava launch agentic AI CX platform

Upstream Works and Endava announced a partnership on July 29, 2026, to launch a new AI Experience Platform for enterprise customer service. The platform is set to roll out in Fall 2026 and targets travel, hospitality, financial services and retail with AI-driven workflows, governance and data sovereignty.

Why it matters: - The partnership aims to move enterprise customer experience from manual routing to agentic AI reasoning. - The platform is designed to automate more service work, reduce unnecessary queue volume and speed up resolutions. - The launch targets industries where service speed, compliance and data control are critical.

What happened: - Upstream Works and Endava announced a strategic partnership on July 29, 2026. - The companies are launching the Upstream Works AI Experience Platform. - Endava will serve as launch partner and implement the solution for enterprise clients. - The initial focus includes travel, hospitality, financial services and retail. - The platform is scheduled to be available in Fall 2026.

The details: - The platform is built to unify and orchestrate agentic AI workflows and omnichannel AI agents. - It supports autonomous customer and employee experiences while maintaining governance and full data sovereignty. - The system can orchestrate AI agents across channels, interactions, business systems and data sources. - The platform is designed to automate resolutions and escalate to human agents when needed. - Human agents receive real-time context, next best actions and suggested responses in an intuitive workspace. - The architecture uses Small Language Models specialized for customer experience and private Large Language Models to balance performance and cost. - The platform includes built-in security, privacy, governance, compliance and end-to-end observability. - Deployment options include cloud, virtual private cloud and on-premise environments. - The platform can run on Upstream Works solutions or alongside CCaaS environments, avoiding rip-and-replace migrations. - Upstream Works AgentNow adds instant customer experience through video, voice and chat with AI-powered guidance for live human engagements. - Endava will use its AI-native delivery methodology, Dava.FlowTM, as part of the rollout. - Upstream Works and Endava have worked together for the past year, with a focus on the travel and airline industry.

Between the lines: - The partnership pairs Upstream Works' contact-center software with Endava's delivery and governance capabilities. - The companies are positioning reasoning-driven AI as a new category in customer service. - The pitch is aimed at enterprise buyers looking for faster value without replacing existing contact-center infrastructure. - The emphasis on sovereignty and flexible deployment suggests the offering is being tailored for regulated industries.

What's next: - Endava will begin delivering the platform to enterprise clients across the targeted industries. - Upstream Works and Endava plan to expand beyond travel and airline work into hospitality, financial services and retail. - Organizations interested in the platform can contact Endava or Upstream Works for more information.

The bottom line: - Upstream Works and Endava are betting that agentic AI, not routing alone, will define the next phase of enterprise customer experience.