8x8 has revealed that their 8x8 Intelligent Customer Assistant has proven effective in improving customer service experiences and operational efficiency within contact centers. Since its introduction in March 2023, customers have reported a 70% or higher success rate in resolving issues during their initial contact.
Moreover, interactions through the 8x8 Intelligent Customer Assistant have surged by more than 50% compared to the previous quarter. This advanced conversational AI, part of the 8x8 Contact Center, helps businesses effortlessly create self-service experiences that span digital and voice channels, catering to a wide range of customer needs.
“AI-powered capabilities are enabling organizations to provide enhanced, personalized self-service support experiences for their customers – not only driving brand loyalty, but also improving the contact center agent experience. 8x8 Intelligent Customer Assistant enables organizations to better serve their customers, across both voice and digital channels, by providing answers quickly and seamlessly for customers, and knowing when to escalate issues to a live agent. On the other hand, contact center agents are provided with the resources they need to focus on complex customer issues, rather than spending valuable time and resources on mundane, easy to answer questions,” said Hunter Middleton, Chief Product Officer at 8x8.
Kore.ai recent survey also highlighted the rise in the acceptance of AI-powered intelligent virtual assistants (IVAs) that meet customer service standards, helping obtain timely and relevant information through natural, conversational interactions.
What does the Intelligent Customer Assistant do?
The 8x8 Intelligent Customer Assistant offers graphical orchestration capabilities, making it easy for businesses to create consistent, scalable customer experiences across various regions, channels, and languages without significant effort. Customers typically see quick results, with bots deployed and operational in just four to six weeks on average. Key features of the 8x8 Intelligent Customer Assistant include seamless workflows, rapid deployment, and actionable insights.
The assistant enables smooth transitions from self-service interactions to live agent assistance, reducing manual data collection and ensuring that live agents have context and interaction details for more personalized service.
Additionally, businesses can quickly build and deploy bots across various communication channels, including voice, WhatsApp, SMS, and web chat, in over 100 languages using user-friendly graphical scripting tools.
The system provides built-in analytics, offering valuable insights and easy-to-understand monitoring and reporting for better visibility into the customer journey. This helps identify areas where bots perform well and areas that may require adjustments to improve issue resolution rates.
“Our goal for implementing a chatbot was to offer our members and visitors an easily navigable, self-sufficient option, rather than needing to rely solely on Member Contact Center representatives for support. We were blown away by the results after deploying 8x8 Intelligent Customer Assistant - we are fully confident in its ability to provide appropriate, relevant information and it’s now fully handling over 90% of its interactions without agent engagement,” said Wendi Sheehy, Chief Operating Officer at Thinkwise Credit Union.
Just last month, 8x8 introduced new advancements in its 8x8 XCaaS platform to improve both customer and employee experiences by offering features such as AI-driven voice-based self-service, the option to upgrade contact center interactions to video, and enhancements to 8x8 video meetings.
