8×8 Launches Intelligent Customer Assistant, OpenAI Integration


8×8 Intelligent Customer Assistant is a conversational AI solution that enables businesses to create self-service experiences across all channels. 

8×8, a cloud communications platform provider, has launched 8×8 Intelligent Customer Assistant, 8×8 Supervisor Workspace for 8×8 Contact Centre, and a platform-wide integration with OpenAI.

8×8 is infusing deeper artificial intelligence, natural language understanding models, and performance capabilities into 8×8 Contact Centre and across the 8×8 XCaaS (eXperience Communications-as-a-Service) integrated cloud communications and contact centre platform.

8×8 Intelligent Customer Assistant is a conversational AI solution that enables businesses to create self-service experiences across all channels. Part of 8×8 Contact Centre, 8×8 Intelligent Customer Assistant provides graphical orchestration capabilities that allow companies to build highly scalable, always available, consistent experiences across multiple regions and languages. With 8×8 Intelligent Customer Assistant, organisations can do the following:

  • Deliver smart self-service to automatically handle customer requests through natural, conversational experiences.
  • Use graphical scripting tools, enabling a single chatbot to be built and deployed instantly across any channel, such as SMS, WhatsApp, web chat, etc.).
  • Build conversation flows once that can be applied to any channel, in more than 100 languages.
  • Capture actionable insights via the built-in analytics solution.
  • Eliminate blind transfers with customer context and bot interaction details delivered to a live agent.
  • 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.

8×8 Supervisor Workspace is a purpose-built experience that blends analytics, performance management, and team admin capabilities into a single interface. Key features include the following:

  • AI-driven decision intelligence, assistance, and guidance presenting supervisors with coaching and performance recommendations.
  • Personalised environments, all with simple clicks, based on individual needs and priorities.
  • Ability to create multiple workspaces and switch roles and responsibilities.
  • Role-based templates that accelerate on-boarding 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 workforce management, CRM, and business intelligence tools.

8×8 is integrating with OpenAI Whisper to bring transcription, translation, and summarisation services to the 8×8 XCaaS platform. Paired with 8×8 Quality Management and Speech Analytics for Contact Centre and 8×8 Conversation IQ<, this integration will support more than 50 languages across both UCaaS and CCaaS.

“Customers are turning to cloud-first environments because they offer fast, personalised solutions that then allow them to operate in the way and across the channels that make the most sense for their business. There is no one size fits all in enterprise,” said Hunter Middleton, chief product officer of 8×8, in a statement. 

“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, personalised 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.”