8x8 Expands AI Self-Service Capabilities with Voice Interactions for 8x8 Intelligent Customer Assistant
8x8 Contact Center Customers Can Now Add Voice Self-Service Capabilities Via Open Beta Program
“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
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
“There is an incredible amount of opportunity around AI-enabled technologies and the ways in which those technologies allow organizations to engage with and support customers. Since the launch of 8x8 Intelligent Customer Assistant, the feedback we've received has been astounding,” said
8x8 Intelligent Customer Assistant is an add-on to 8x8 Contact Center delivered through the 8x8 XCaaS (eXperience Communications as a Service™) integrated cloud contact center and unified communications platform, which includes cloud contact center, business phone, video meetings, team chat, and SMS capabilities. 8x8 XCaaS is a resilient, secure, and compliant platform, offering the highest levels of reliability with a financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.
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