8x8 Expands AI Self-Service Capabilities with Voice Interactions for 8x8 Intelligent Customer Assistant

8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced the availability of voice conversational AI in 8x8 Intelligent Customer Assistant. The addition of voice expands 8x8 Intelligent Customer Assistant’s powerful, user-friendly conversational AI self-service capabilities that enable businesses to create simple to complex experiences across digital and voice channels.

“Whether a contact center has thousands of agents or less than 100, organizations are recognizing that conversational AI is a real and cost-effective choice to improve self-service and productivity in contact centers to better support customers,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. “Starting with digital self-service in March, 8x8 is now making their voice conversational AI capabilities available to its customers as a fully integrated part of their contact center solution to provide full orchestration of customer journeys across voice and digital channels.”

Key features of voice self-service for 8x8 Intelligent Customer Assistant include:

• Streamline Workflows: From automated voice self-service experiences to live agent assistance, interaction workflows are seamless and minimize the need for manual data collection.
• Complete Customer Context: Eliminate blind transfers as the voicebot interaction context is delivered to the agent upon connection, empowering them to deliver more personalized, frictionless experiences.
• Build and Deploy Rapidly: Using graphical scripting tools, a single bot can be quickly built and deployed across any channel such as voice, WhatsApp, SMS, and web chat, among others.
• Rich Conversation Insights: Built-in, comprehensive analytics deliver insights and intuitive monitoring and reporting for advanced customer journey visibility.
• Turnkey Integration Options: Marketplace and turnkey integrations with CRMs allow for endless customization for a highly personalized customer experience within a voicebot interaction.

“For the airline industry, providing a seamless and quality customer experience is incredibly important. Our contact center needs intelligent AI-driven tools to help us handle a high volume of customer interactions while providing excellent service in a fast and timely manner,” said Thomas Rocharz, Director of Contact Centers and Reservations at Cape Air. “8x8 Intelligent Customer Assistant will first allow us to apply AI-enabled voice self-service to quickly resolve customer inquiries, with the ability to easily add new channels and agent-facing AI assistance as our company grows.”