8x8 Introduces Innovative AI-Driven Platform Enhancements to Transform Customer Engagement
New Conversational AI Solution and Tailored Supervisor Experience for 8x8 Contact Center Together with Platform-wide Integration with OpenAI Deliver Enhanced Customer Experience and Team Performance
“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
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,
- 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
8x8 Supervisor Workspace
8x8 Supervisor Workspace is a purpose-built experience that blends analytics, performance management, and team admin capabilities into a single interface. A powerful and intuitive, design-led user interface provides a performance-centric management space for contact center leaders. Key features include:
- AI-driven decision intelligence, assistance, and guidance presenting supervisors with coaching and performance recommendations to improve speed to correction and drive superior performance in the contact center.
- Personalized environments, all with simple clicks, based upon individual needs and priorities, transforming how contact center leaders can manage teams and make decisions.
- Ability to create multiple workspaces, making it easier to switch roles and responsibilities quickly to increase efficiency and become more agile in meeting business demands.
- User-friendly design and out of the box role-based templates that accelerate on-boarding and allow supervisors to quickly ramp up.
- Single pane of glass for all contact center insights and operations, including seamless integration with third-party applications and data from WFM, CRM, and BI tools.
“An unexpected challenge of supervising a contact center team is simply managing the multiple applications that are needed for task management, team overview, and metrics and analytics,” said
8x8 XCaaS Platform and OpenAI Integration
8x8 and OpenAI Whisper will bring industry leading, highly accurate transcription, translation, and summarization services to the 8x8 XCaaS platform. Paired with 8x8 Quality Management and Speech Analytics for Contact Center and 8x8 Conversation IQ, this new integration will bring a transcription accuracy rate higher than 85% for the most common languages and will support more than 50 languages across both UCaaS and CCaaS. This 8x8 XCaaS platform-wide integration with OpenAI will make it easier for organizations to unlock the potential of generative AI at scale and understand and interact with their customers on a much more personal level.
“Customers are turning to cloud-first environments because they offer fast, personalized solutions that then allow them to operate in the way, and across the channels, that make the most sense for their business - there is no one size fits all in enterprise,” said
8x8 XCaaS, which includes integrated cloud contact center, business phone, team chat, video meetings, and SMS capabilities, is built on the resilient, secure, and compliant 8x8 eXperience Communications Platform™, which offers the highest levels of reliability with a financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.
Register for the 8x8 Intelligent Customer Assistant launch webinar, “Not Your Average Chatbot: Self-Service Reimagined” with
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8x8’s periodic and other reports filed with the
8x8®, 8x8 XCaaS™, eXperience Communications as a Service™, eXperience Communications Platform™ are trademarks of
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