8×8 Introduces Innovative AI-Driven Platform Enhancements

8×8 has announced new AI-driven enhancements that transform business and contact centre performance through enhanced customer experiences.

The new capabilities include Intelligent Customer Assistant and Supervisor Workspace for 8×8 Contact Center as well as a platform-wide integration with OpenAI.

By infusing deeper AI/ML, natural language understanding models and performance capabilities into 8×8 Contact Center, and across the XCaaS (eXperience Communications as a Service) integrated cloud communications and contact centre platform, 8×8 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 centre 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 8×8 capabilities include:

8×8 Intelligent Customer Assistant

8×8 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 8×8 Contact Center, 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 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 (e.g. SMS, WhatsApp, webchat, 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 8×8 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 centre agent.”

8×8 Supervisor Workspace

8×8 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 centre 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 centre.
• Personalized environments, all with simple clicks, based upon individual needs and priorities, transforming how contact centre 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 onboarding and allow supervisors to quickly ramp up.
• Single pane of glass for all contact centre 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 centre team is simply managing the multiple applications that are needed for task management, team overview, and metrics and analytics,” said Rohena Sharma at Brent Council.

“8×8 Supervisor Workspace removes that challenge, allowing me to view and manage the teams, and all related information, in a single screen. It’s amazing how much time is saved, and how much more productive I can be, when I’m not switching between a dozen different applications!”

8×8 XCaaS Platform and OpenAI Integration

8×8 and OpenAI Whisper will bring industry-leading, highly accurate transcription, translation and summarization services to the XCaaS platform.

Paired with 8×8 Quality Management and Speech Analytics for Contact Center and 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 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 makes the most sense for their business – there is no one-size-fits-all in enterprise,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.

“These AI-driven innovations to the 8×8 XCaaS platform provide our customers with the easily designable tools they need to meet their customers whenever, and wherever, to deliver the most consistent experience possible.

“Whether it’s conversational AI and a highly effective self-service product, a highly composable, personalized contact centre experience for supervisors, or accurate and dynamic intelligence across the entire platform, 8×8 XCaaS delivers a modern platform to meet their present and future business requirements.”

XCaaS, which includes integrated cloud contact centre, business phone, team chat, video meetings, and SMS capabilities, is built on the resilient, secure, and compliant 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.

For more information about 8x8 - visit the 8x8 Website

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.