8×8 Adds GPT Realtime 2 to AI Studio

8×8 has added support for OpenAI’s GPT Realtime 2 voice AI model within OpenAI to its 8×8 AI Studio platform.

The update is designed to improve how AI voice agents manage customer conversations, particularly during longer or more complex interactions.

According to 8×8, GPT Realtime 2 introduces GPT-5-class reasoning capabilities and a 128K context window, allowing AI agents to maintain context more effectively throughout customer interactions.

The company says the changes are intended to improve conversation accuracy, reduce errors during tasks such as transfers or bookings, and provide cleaner records for supervisors reviewing interactions.

The update also introduces greater control over how AI agents process requests. Teams using AI agents for more complex workflows, such as account verification or escalation management, can adjust the model’s reasoning settings depending on whether they want to prioritise speed or deeper analysis.

Alongside the voice AI update, 8×8 AI Studio now defaults to Realtime-Whisper, OpenAI’s latest transcription model.

The company says this will provide more accurate call records and improve visibility for supervisors and agents handling customer interactions.

Existing AI agents will continue operating on their current configuration unless customers choose to switch models manually. The platform will also recommend GPT Realtime 2 for workflows involving more advanced reasoning or tool usage.

“When a voice agent conversation doesn’t go as planned – it can’t pull up the account, drops the transfer, loses the thread – the customer feels it immediately,” said Hunter Middleton, Chief Product Officer at 8×8.

“This update targets these failure modes that matter in live customer interactions.”

Author: Hannah Swankie
Reviewed by: Jo Robinson