At the heart of Joulica’s platform is a real-time streaming architecture that continuously analyzes customer interactions across channels including phone calls, chat sessions, emails, and digital touchpoints.

For enterprises, the challenge is rarely a lack of data, but rather finding enough meaningful patterns quickly enough to take action. This is where Joulica finds BigQuery to play an important role.

Joulica uses BigQuery to help organizations analyze large volumes of customer journey data and uncover the moments where customers encounter friction. Instead of relying on heavily aggregated datasets, organizations can explore rich interaction data directly through website visits, mobile app interactions, contact center interactions, survey results and sentiment data, and perform complex analytical queries while still receiving results in seconds.

For example, a large financial services organization might want to understand why customers are abandoning an online application process. Using Joulica and BigQuery, teams can analyze months of customer interactions, identify where customers drop out, segment behavior by geography or demographic group, and drill into the underlying interactions to understand the root cause.

The result is 70% faster time-to-insight and faster action. By helping organizations quickly identify and remove friction from customer journeys, Joulica enables improvements in customer retention, loyalty, service quality, and revenue-generating experiences.

As enterprises invest heavily in AI agents, Joulica sees a new challenge emerging: understanding whether those investments are actually delivering value.

To address that, the company is expanding into what it calls agentic analytics.

Using the Agent Development Kit and OpenTelemetry integrations, Joulica captures and analyzes how AI agents reason through tasks, which tools they use, and what outcomes they achieve. Organizations can then monitor agent performance at scale, investigate individual interactions, and gain visibility into the business impact of their AI initiatives.

For Joulica, this represents the next evolution of customer experience analytics.

“We want to be the global leader in agentic analytics,” says McCormack. “Organizations need the same visibility into AI agents that they’ve traditionally had for customer interactions. As AI becomes part of everyday business operations, understanding performance and outcomes becomes critical.”

Google Cloud’s scalability supported Joulica’s enterprise expansion strategy and its AI roadmap, thus Joulica is positioning itself to help organizations better understand not only their customers, but increasingly their AI-powered ecosystem as well.