8x8 has unveiled voice conversational AI within its Intelligent Customer Assistant platform, broadening the capabilities of 8x8 Intelligent Customer Assistant, and allowing businesses to develop sophisticated self-service experiences using conversational AI across both digital and voice communication channels.
“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,” said Hunter Middleton, Chief Product Officer at 8x8, Inc.
Streamlining the process and enhancing the customer experience
8x8 Intelligent Customer Assistant streamlines workflows by seamlessly transitioning from automated voice self-service to live agent support, reducing the need for manual data collection.
The platform provides complete customer context, eliminating the need for blind transfers. When a customer is connected to an agent, the agent has access to the entire conversation history, enabling them to deliver personalized and smooth interactions.
Furthermore, with user-friendly graphical scripting tools, businesses can quickly create and deploy bots across various communication channels like voice, WhatsApp, SMS, and web chat. The system includes robust analytics, offering valuable insights and easy-to-understand monitoring and reporting tools for a comprehensive view of the customer journey.
The solution offers integration options through its marketplace and turnkey CRM integrations, allowing for extensive customization to create highly personalized customer experiences during voicebot interactions.
8x8 Intelligent Customer Assistant is an extension of the 8x8 Contact Center, part of the 8x8 XCaaS integrated cloud platform. This comprehensive platform includes various communication tools like cloud contact center services, business phone solutions, video meetings, team chat, and SMS capabilities.
In other news, 8x8 has revealed the next generation of the 8x8 Phone App for Microsoft Teams, which enables users to receive calls through the Teams calling window, contributing to a more intuitive user experience.