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Campbell, CA, USA, Aug, 2023 - 8x8, Inc. (NASDAQ: EGHT), an integrated cloud contact center and unified communications platform provider, announced the availability of voice conversational AI in 8x8 Intelligent Customer Assistant. The addition of voice expands 8x8 Intelligent Customer Assistant’s powerful, user-friendly conversational AI self-service capabilities that enable businesses to create simple to complex experiences across digital and voice channels.

"Whether a contact center has thousands of agents or less than 100, organizations are recognizing that conversational AI is a real and cost-effective choice to improve self-service and productivity in contact centers to better support customers," said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. "Starting with digital self-service in March, 8x8 is now making their voice conversational AI capabilities available to its customers as a fully integrated part of their contact center solution to provide full orchestration of customer journeys across voice and digital channels."

"For the airline industry, providing a seamless and quality customer experience is incredibly important. Our contact center needs intelligent AI-driven tools to help us handle a high volume of customer interactions while providing excellent service in a fast and timely manner," said Thomas Rocharz, Director of Contact Centers and Reservations at Cape Air. "8x8 Intelligent Customer Assistant will first allow us to apply AI-enabled voice self-service to quickly resolve customer inquiries, with the ability to easily add new channels and agent-facing AI assistance as our company grows."

"There is an incredible amount of opportunity around AI-enabled technologies and the ways in which those technologies allow organizations to engage with and support customers. Since the launch of 8x8 Intelligent Customer Assistant, the feedback we've received has been astounding," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "Our customers have been thrilled by the ability to easily reduce resolution times for simple inquiries as well as being able to handle a significant portion of customer interactions without requiring an agent. Additionally, the delivery of fast and easy deployments is noteworthy in how quickly our customers are able to see the value. As voice remains an increasingly relevant and preferred channel of communication, we are continuing the momentum we've already seen with the introduction of a conversational AI voice self-service option and look forward to allowing 8x8 customers to design more channels, deploy additional use cases, and exceed their organization's customer experience targets."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Friday, September 1, 2023