8×8 Boosts Customer Engagement with New AI Enhancements Across CX Platform

“We’re entering a new era of customer experience – one where AI doesn’t replace the human connection, it elevates it,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “Our platform delivers AI that’s usable, flexible, and proven. The 8×8 Platform for CX helps teams work smarter, serve faster, and deliver real results. These momentum metrics show more than growing customer engagement; they’re validation of our customer-first approach to innovation.”

New Customers Turning to 8×8

Notable customer wins in Q1 FY26 highlight the platform’s flexibility across industries and regions:

• A nationally recognized public university selected 8×8 Contact Center to support 2,000 employees with tailored, high-touch service.
• An AI voice automation provider chose 8×8 Voice for global expansion, citing voice quality, reliability, and local telecom integration.
• A leading Australian construction technology company adopted 8×8 SMS APIs to streamline support and enhance customer experience.
• A major Philippine retail group deployed 8×8 SMS APIs to improve campaign visibility and deliver efficient, cost-effective engagement at scale.

Also Read: Genesys Announces $1.5 Billion Investment by Salesforce and ServiceNow

AI-Powered Enhancements in Q1 FY26

Recent innovations released in Q1 demonstrate 8×8’s commitment to meaningful, integrated AI:

8×8 Smart Assist + Conversation Intelligence

• 8×8 Smart Assist, combined with 8×8 Conversation Intelligence, analyzes 100% of customer interactions in the contact center – past and present – to deliver real-time AI guidance that helps agents reduce churn, increase conversions, and stay compliant. Built-in sentiment and intent analysis empowers leaders to scale coaching and quality assurance without adding headcount.

Self-service, PCI-Compliant Payments

• 8×8 Secure Pay™ expanded coverage now enables secure, automated payments through virtual agents and IVRs. Customers receive secure links via SMS or email to complete transactions using Apple Pay, Google Pay, or credit cards. It’s seamless, scalable collection – without tying up agents or risking compliance.

8×8 Intelligent Customer Assistant Knowledge AI + xApps

• 8×8 Intelligent Customer Assistant Knowledge AI transforms static content – PDFs, web pages, training files – into dynamic, AI-powered self-service. With 8×8 Intelligent Customer Assistant xApps, customers can input complex data digitally and transition back to voice without losing context. The result: fast, flexible, and personalized experiences at scale.

Meltwater Social Listening for 8×8 Contact Center

• 8×8 Agent Workspace™ integrates Meltwater social listening to monitor, filter, and route content from platforms like Instagram, LinkedIn, and X – all within the agent’s existing workspace. Teams can respond faster, track sentiment trends, and ensure every message reaches the right agent at the right time.

JourneyAPI

• JourneyAPI enables organizations to track every leg of a customer interaction – across transfers, queues, and teams – by pulling related calls into a single API view. It allows teams to trace the full journey, assess service quality, and access unified performance metrics programmatically.

Smarter Summaries, Now in the Right Language

• AI-powered chat summarization now automatically detects the conversation’s language and applies the appropriate linguistic model, delivering clearer, more accurate summaries for multilingual teams.

The 8×8 Platform for CX seamlessly unites contact center, unified communications, and communication APIs to help organizations connect customers and teams globally. The platform empowers CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

SOURCE: BusinessWire