8x8 has launched 8x8 Smart Assist, an AI-powered product that puts real-time guidance, next-best actions, and automated post-call summaries directly inside the 8x8 Agent Workspace.
In a nutshell, instead of agents toggling between systems to find answers mid-call, the relevant context and recommended actions come to them. The result, 8x8 says, is faster resolutions, fewer errors, and less time spent on wrap-up once the customer hangs up.
Early deployments have already delivered a 23% reduction in agent onboarding time, suggesting the embedded scripting and contextual workflow layer is doing some of the heavy lifting for teams bringing on new agents.
Speaking about the new solution, Hunter Middleton, Chief Product Officer at 8x8, was clear about what the company was trying to solve:
“8x8 Smart Assist is built to solve real problems, not just to check the 'AI box'. We're embedding AI where it actually makes a difference: directly into the agent workflow, eliminating the need for tab switching and ensuring full context throughout the customer interaction.
“With 8x8 Smart Assist, agents can onboard faster, reduce average handling times, increase first contact resolution, and drive better outcomes.
“Agents already have a tough job; the guidance provided by 8x8 Smart Assist supports agent confidence and increases job satisfaction.”
What it Actually Does
The product covers three main areas.
During live interactions, agents receive real-time guidance and next-best actions, along with sentiment detection to flag how a conversation is trending.
After the call, AI-generated summaries handle the note-taking and wrap-up, cutting down the time agents spend on administrative tasks between interactions.
There's also CRM integration that preserves context across channels, so if a customer has already explained their issue once, the next agent they reach doesn't need to ask them to repeat it.
For contact centers that have been told by customers that repeating themselves is one of their biggest frustrations, that feature alone has practical value.
The after-call work reduction is arguably where the day-to-day productivity gains will be felt most immediately.
ACW is one of the more persistent drains on contact center capacity, and automating summaries has a direct knock-on effect on how many interactions an agent can handle in a day.