8x8 Boosts Customer Engagement with New AI Enhancements Across CX Platform
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New AI-powered capabilities, rising adoption, and strategic customer wins reinforce 8x8’s position as a global leader in intelligent customer experience
8x8, Inc., the industry’s most integrated platform provider for customer experience (CX), is fast-tracking the next phase of AI-powered engagement by expanding intelligent automation across its platform. By unifying contact center, unified communications, and communications APIs into a single, AI-enabled platform, the 8x8® Platform for CX empowers organizations to deliver personalized service, improve efficiency, and drive smarter collaboration.
“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 8x8, Inc. “Our platform delivers AI that’s usable, flexible, and proven. The 8x8 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 8x8
Notable customer wins in Q1 FY26 highlight the platform’s flexibility across industries and regions:
- A nationally recognized public university selected 8x8 Contact Center to support 2,000 employees with tailored, high-touch service.
- An AI voice automation provider chose 8x8 Voice for global expansion, citing voice quality, reliability, and local telecom integration.
- A leading Australian construction technology company adopted 8x8 SMS APIs to streamline support and enhance customer experience.
- A major Philippine retail group deployed 8x8 SMS APIs to improve campaign visibility and deliver efficient, cost-effective engagement at scale.
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AI-Powered Enhancements in Q1 FY26 Recent innovations released in Q1 demonstrate 8x8’s commitment to meaningful, integrated AI: 8x8 Smart Assist + Conversation Intelligence- 8x8 Smart Assist, combined with 8x8 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.
- 8x8 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.
- 8x8 Intelligent Customer Assistant Knowledge AI transforms static content – PDFs, web pages, training files – into dynamic, AI-powered self-service. With 8x8 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.
- 8x8 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 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.
- 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.
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