8x8 Introduces Innovative AI-Driven Platform Enhancements to Transform Customer Engagement

8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud communications platform provider, today announced new AI-driven enhancements that transform business and contact center performance through enhanced customer experiences. The new capabilities include 8x8 Intelligent Customer Assistant and 8x8 Supervisor Workspace for 8x8 Contact Center as well as a platform-wide integration with OpenAI. By infusing deeper AI/ML, natural language understanding models, and performance capabilities into 8x8 Contact Center, and across the 8x8 XCaaS (eXperience Communications as a Service) integrated cloud communications and contact center platform, 8x8 enables customer-obsessed organizations to build exceptional customer journeys, enhance team productivity, and empower leaders with advanced real-time insights.

“Transforming into an AI-powered contact center is no longer a luxury; it’s a necessity for companies that want to deliver stellar customer experience and gain competitive advantage,” said Robin Gareiss, CEO and Principal Analyst at Metrigy. “Our research clearly shows that investing in AI, platform integration, and more efficient operational processes delivers results. For example, conversational AI alone improves revenue by 20.7%, customer ratings by 26.7%, and agent productivity by 22.7%. Companies with such success rates invest 92.2% more than unsuccessful companies on CX technologies.”

New 8x8 capabilities include:

8x8 Intelligent Customer Assistant

8x8 Intelligent Customer Assistant is a powerful, user-friendly conversational AI solution that enables businesses to create simple to complex self-service experiences across all channels. Part of 8x8 Contact Center, 8x8 Intelligent Customer Assistant provides graphical orchestration capabilities that allow enterprises to build highly scalable, always available, consistent experiences across multiple regions and languages, with very little extra effort. With 8x8 Intelligent Customer Assistant, organizations can:

• Deliver smart self-service to automatically handle customer requests through natural, conversational experiences.
• Utilize graphical scripting tools, enabling a single chatbot to be built quickly and deployed instantly across any channel (i.e., SMS, WhatsApp, web chat, etc.).
• Build conversation flows once that can be applied to any channel, in 100+ languages.
• Capture reliable, actionable insights for true performance optimization via the built-in, comprehensive analytics solution.
• Eliminate blind transfers with customer context and bot interaction details delivered to a live agent, empowering them to deliver more personalized, frictionless experiences.
• Leverage turnkey integrations with CRM systems and other enterprise applications or connect with leading generative AI engines such as OpenAI, all accessible from a simple app ecosystem.

"Taking advantage of AI-based technologies for self-service has shown great potential, but in practice have been frustrating to deploy and use," said Gary Boucher, Acer Program Manager. "We chose 8x8 Intelligent Customer Assistant over other vendors because of its robust features and ease of use. The overall simplicity belies its complexity on the back end. Additionally, it offers us the option to escalate to live assistance, when necessary, with a seamless handoff from the automated interaction to the contact center agent."