8x8 has announced a string of AI updates to its contact center platform, which will lead to greater customer experiences.
The 8x8 Contact Center has gained 8x8 Intelligent Customer Assistant and 8x8 Supervisor Workspace, and OpenAI has been integrated into its 8x8 ‘XCaaS’ (eXperience Communications as a Service) platform.
These technologies will bring enhanced AI/ML, performance capabilities, and natural language understanding models to the 8x8 Contact Center and across the XCaaS platform.
Robin Gareiss, CEO and Principal Analyst at Metrigy, commented:
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.
"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 percent, customer ratings by 26.7 percent, and agent productivity by 22.7 percent.
"Companies with such success rates invest 92.2 percent more than unsuccessful companies on CX technologies."
8x8 Intelligent Customer Assistant
The 8x8 Intelligent Customer Assistant enables companies to offer customers smart self-service to deal with customer requests using natural language.
Harnessing the new technology, companies can quickly build and deploy chatbots across any channel, including WhatsApp and SMS.
Moreover, they may create conversation flows for any channel in over 100 languages and utilize actionable insights to optimize performance using the in-built analytics solution.
Businesses may also send context from the customer-bot conversation to live agents - when the customer escalates - to prevent blind transfers and provide a smoother experience.
Finally, they can connect with OpenAI and other AI engines, as well as integrate with CRM systems and enterprise applications.
8x8 Supervisor Workspace
8x8 Supervisor Workspace provides contact center supervisors with AI-based decision intelligence and guidance to make quick corrections and bolster overall performance.
The new addition also provides personalized environments with simple clicks to improve leadership decision-making within contact centers.
Operations can also create multiple workspaces to make it easier for supervisors to change roles and meet demand more quickly.
In addition, they may speed up operations using new user-friendly designs and role-based templates.
