8×8 has reported a 450% increase in customer interactions powered by its AI Studio since April 2026, alongside wider adoption of AI agents across more than a dozen industries.
The company says organizations are using AI Studio to build and deploy agents for customer service and internal support, with examples including call routing, quality scoring, reception coverage and IT triage.
PrepayPower, LSH Auto and PrimeSource are among the organizations using the platform. PrepayPower has expanded from priority call routing to quality scoring across completed calls, while LSH Auto has introduced AI-assisted reception, customer routing and responses to routine queries across its locations.
PrimeSource has deployed an internal IT triage agent to answer employee questions, create tickets and connect with its existing IT ticketing system.
Geoff Keenan, Digital Transformation Manager at PrepayPower, said: “We started by solving one problem and kept going because it kept working,” adding that the technology now categorizes every inbound call and supports priority routing for higher-value customers.
At LSH Auto, the focus has been on using AI to understand callers and route them appropriately. Chris Gensmantel, Chief Information Officer, said: “We wanted our phones to do more than pass calls along, we wanted them to understand who’s calling and why,” explaining that the agent can identify high-value customers, route calls and handle routine queries such as department opening hours.
PrimeSource is using AI Studio across several communication channels. Genelle Chamberlain, IT Manager at PrimeSource and Dimora Brands, said: “What sold us on 8×8 AI Studio is that it isn’t a one-trick pony,” highlighting its use across chat, web, email and phone, as well as its ability to operate within defined boundaries.
The developments come as organizations increasingly look to build AI agents tailored to their own operations. Metrigy’s research cited by 8×8 found that 72% of organizations prefer custom AI agents, either built internally or through partners.
Irwin Lazar, President & Principal Analyst at Metrigy, said: “Metrigy’s research shows that nearly 72% of organizations prefer custom AI agents – built internally or by partners – to ensure trust and leverage company-specific expertise, yet traditional AI agent solutions have required costly coding skills or complex drag-and-drop workflows that put that capability out of reach for most teams,” adding that the natural-language approach reflects the wider move towards making AI development more accessible.
8×8 has also announced several new AI Studio capabilities, including the ability to deploy one agent across voice, SMS, WhatsApp, 8×8 Work and an embeddable web widget.
Returning callers can receive context from previous conversations, while AI assistance can be integrated into 8×8 contact centre queues to provide information and record notes during live calls.
The platform also supports AI agents within authenticated web applications and includes GDPR compliance and HIPAA-readiness through its privacy practices and relevant agreements.
Hunter Middleton, Chief Product Officer at 8×8, said: “Everyone has seen the AI demo,” before adding: “Far fewer have seen AI survive contact with production, because between the two sits an integration project most organizations were never staffed to run.
8×8 AI Studio removed that project entirely, and the result is customers building agents themselves, in plain language, on infrastructure they already trust, and putting them to work in days.
AI that demos well was never the hard part. AI that holds up in production, at this pace and across this many industries, is.”
8×8 AI Studio is currently available in early access to 8×8 customers, with a free tier for building and testing AI agents.
For more information about 8x8 - visit the 8x8 Website
About 8x8
8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform. Find out more about 8x8
Author: Hannah Swankie
Reviewed by: Robyn Coppell
Published On: 1st Sep 2026
Read more about - Latest News, 8x8
