8x8 Expands AI Self-Service Capabilities with Voice Interactions for 8x8 Intelligent Customer Assistant
August 30 2023 - 9:00AM
Business Wire
8x8 Contact Center Customers Can Now Add Voice
Self-Service Capabilities Via Open Beta Program
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
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.”
Key features of voice self-service for 8x8 Intelligent Customer
Assistant include:
- Streamline Workflows: From automated voice self-service
experiences to live agent assistance, interaction workflows are
seamless and minimize the need for manual data collection.
- Complete Customer Context: Eliminate blind transfers as
the voicebot interaction context is delivered to the agent upon
connection, empowering them to deliver more personalized,
frictionless experiences.
- Build and Deploy Rapidly: Using graphical scripting
tools, a single bot can be quickly built and deployed across any
channel such as voice, WhatsApp, SMS, and web chat, among
others.
- Rich Conversation Insights: Built-in, comprehensive
analytics deliver insights and intuitive monitoring and reporting
for advanced customer journey visibility.
- Turnkey Integration Options: Marketplace and turnkey
integrations with CRMs allow for endless customization for a highly
personalized customer experience within a voicebot
interaction.
“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.”
8x8 Intelligent Customer Assistant is an add-on to 8x8 Contact
Center delivered through the 8x8 XCaaS (eXperience Communications
as a Service™) integrated cloud contact center and unified
communications platform, which includes cloud contact center,
business phone, video meetings, team chat, and SMS capabilities.
8x8 XCaaS is a resilient, secure, and compliant platform, offering
the highest levels of reliability with a financially backed,
platform-wide 99.999 percent uptime SLA across an integrated cloud
UCaaS and CCaaS solution.
8x8 Intelligent Customer Assistant On-Demand Webinar
View the “Not Your Average Chatbot: Self-Service Reimagined”
on-demand webinar with Sheila McGee-Smith, founder and principal
analyst at McGee-Smith Analytics, and Patrick Russell, Director of
Product Management at 8x8 to learn how conversational AI and other
advancements are changing the future of self-service. Visit the
webinar page for more information.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business
communications as a leading software as a service provider of 8x8
XCaaS™ (eXperience Communications as a Service™), an integrated
contact center, voice communications, video, chat, and SMS solution
built on one global cloud communications platform. 8x8 uniquely
eliminates the silos between unified communications as a service
(UCaaS) and contact center as a service (CCaaS) to power the
communications requirements of all employees globally as they work
together to deliver differentiated customer experiences. For
additional information, visit www.8x8.com, or follow 8x8 on
LinkedIn, Twitter and Facebook.
8x8®, 8x8 XCaaS™, eXperience Communications as a Service™,
eXperience Communications Platform™ are trademarks of 8x8, Inc.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20230830453698/en/
8x8, Inc. Contacts:
Media: PR@8x8.com
Investor Relations: Investor.relations@8x8.com
8x8 (NASDAQ:EGHT)
Historical Stock Chart
From Aug 2024 to Sep 2024
8x8 (NASDAQ:EGHT)
Historical Stock Chart
From Sep 2023 to Sep 2024