8×8 Reveals New Innovations Across XCaaS

8x8 has announced new AI-driven enhancements across its XCaaS platform to transform business and contact center performance while delivering excellent customer experiences.

The new capabilities include:

  • 8x8 Intelligent Customer Assistant
  • 8x8 Supervisor Workspace for 8x8 Contact Center
  • a platform-wide integration with OpenAI.
The new release leverages deeper AI and machine learning, natural language understanding models and performance capabilities to help companies enhance team productivity and surface advanced real-time insights.

8x8 Intelligent Customer Assistant

As part of 8x8 Contact Center, the new conversational AI solution enables businesses to create simple to complex self-service experiences across all channels. The solution provides graphical scripting tools to build and deploy a chatbot across channels like SMS, WhatsApp and the web.

In addition, users can build conversation flows for any channel in over 100 languages. Once conversations start rolling in, the solution captures actionable insights for true performance optimization. In cases when agents need to take over the interaction, they can simply go through customer history and seamlessly continue the conversation.

8x8 Supervisor Workspace

Teased in an earlier launch, 8x8 Supervisor Workspace is a purpose-built interface that combines analytics, performance management, and team admin capabilities for supervisors. The solution provides AI-driven decision intelligence, assistance, and guidance with coaching and performance recommendations to improve speed to correction in the contact center.

Supervisors will be able to create multiple workspaces and switch roles and responsibilities to become more agile in meeting business demands. Through a single pane of glass, they will keep track of al contact center insights and operations, such as seamless integration with third-party apps and data from WFM, CRM, and BI tools.

OpenAI Integration

Surprisingly, 8x8 will integrate the lesser-known OpenAI technology - Whisper - to bring highly accurate transcription, translation, and summarization to its platform. Whisper is an automatic speech recognition (ASR) system which, paired with 8x8 Quality Management and Speech Analytics for Contact Center and 8x8 Conversation IQ, will increase the transcription accuracy rate to more than 85% for the most common languages, along with supporting over 50 languages across UCaaS and CCaaS.

“Customers are turning to cloud-first environments because they offer fast, personalized 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 at 8x8, Inc.

“These AI-driven innovations to the 8x8 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, personalized contact center experience for supervisors, or accurate and dynamic intelligence across the entire platform, 8x8 XCaaS delivers a modern platform to meet their present and future business requirements,” added Middleton.