8x8 has introduced significant updates to its cloud platform, integrating advanced AI capabilities to elevate customer and employee experiences. These enhancements aim to streamline interactions and boost business outcomes through innovative features.
“Driving business success starts and ends with understanding what our customers want and need, and then providing solutions that allow customers to meet those needs from anywhere within their organization. The continued pace of innovation at 8x8, including our focus in AI-driven and automated workflows across the platform, ensures that we are providing organizations with the solutions they need to bridge traditional gaps in the customer journey, thereby helping our customers deliver superior customer engagement across their entire organization every step of the way,“ said Hunter Middleton, Chief Product Officer at 8x8, Inc.
What are the latest enhancements?
8x8 Intelligent Customer Assistant for Voice: This AI-driven tool now supports voice interactions, enabling businesses to offer seamless and personalized self-service experiences across various regions and languages.
AI Platform Enhancements: The platform now allows for comprehensive analysis of customer interactions, improving the entire journey with features such as:
Enhanced AI Transcriptions: Offering more accurate transcriptions and expanded language support, enabling detailed analysis of customer interactions without additional costs.
AI Summarization in CRMs: Integrated with major CRMs like Salesforce and Zoho, this feature provides context from past calls to enhance customer interactions.
External AI Summarization Plug-in: Businesses can integrate third-party AI solutions for quick access to interaction summaries, enhancing supervisory insights.
Meeting Summarization: AI-driven summaries for meetings help streamline follow-ups and actions.
Some additional updates include:
- Proactive Outreach: Enables large-scale customer communication via SMS and WhatsApp, with efficient routing to contact center agents or bots.
- Mobile Supervisor Workspace: A user-friendly interface for supervisors to monitor operations on the go.
- French-Canadian Admin Console: Expands language support to meet global customer needs.
- Silent Mobile Authentication: Simplifies user verification with automatic network-based authentication.
- Native WhatsApp Integrations: Integrates seamlessly with platforms like CleverTap and MoEngage, enhancing customer interactions.
- WhatsApp Campaign Scheduler: Automates communication workflows for improved strategic planning and customer engagement.
