8x8 has announced a series of new enhancements to the 8x8 Platform for CX to help organisations deliver better customer and employee experiences.
Enabling organisations to provide more personalised, efficient and intelligent interactions – boosting satisfaction, reducing effort and enabling greater productivity across teams – the latest innovations across the platform include:
• RCS Business Messaging for 8x8 Contact Center and 8x8 communication APIs.
• Digital wallet support via 8x8 Secure Pay.
• AI-powered interaction summaries, custom transcription dictionaries, and intelligent chat summaries and composition.
• Improvements to drive compliance with W3C Web Content Accessibility Guidelines.
8x8 has continued to enhance its 8x8 Platform for CX, which includes 8x8 Contact Center, 8x8 Work and communication APIs. The new AI-powered features that enable organisations to improve engagement, streamline operations and deliver better experiences for both customers and employees include:
Custom dictionary for transcription accuracy
• Custom dictionary allows administrators to build tailored dictionaries in the 8x8 Admin Console, improving transcription precision by teaching the system industry-specific terms, proper names and business-specific jargon.
Smarter messaging with AI in 8x8 Work
• AI chat summarisation: Enables organisations to create conversation summaries starting from any point in a chat – last 24 hours, unread messages, etc.
• Compose with AI – chat assistant: Organisations can draft polished messages in seconds by choosing from tone presets such as professional, casual, empathetic, expanded or concise for fast, on-brand communication.
Real-time agent assistance to boost performance
• 8x8 AI agent boost, embedded directly within 8x8 Agent Workspace, delivers contextual, AI-powered support to contact centre agents in real-time – improving response accuracy, streamlining workflows and boosting performance.
Expanded post-call intelligence with 8x8 Engage and 8x8 Conversation IQ
• Organisations can get deeper insights from every conversation, including sentiment analysis, talk-time breakdowns and keyword/topic tracking – automatically extracted from recordings or call logs.
“8x8 sits at the forefront of innovation, providing organisations with the tools to personalise capabilities for their customers and remain relevant amidst the evolving technology landscape,” said Hunter Middleton, chief product officer at 8x8. “Whether it’s improving how organisations engage with their customers and employees, how to best implement AI-powered solutions or ways to increase productivity and efficiency, we are dedicated to meeting our customers wherever they are, and providing adaptable solutions, so they can create exceptional experiences and drive their businesses forward.”