8x8 Rolls Out Smart Assist Delivering 23% Faster Onboarding and AI-Guided Workflows
8x8 launched Smart Assist, embedding AI-guided workflows into its Agent Workspace to reduce agent onboarding time by 23% and increase first-contact resolution with real-time guidance and next-best actions. The solution’s sentiment detection and automated post-call summaries cut after-call work and standardize customer experience across channels.
1. Product Launch
8x8 introduced Smart Assist, an AI-powered solution embedded in its Agent Workspace to provide real-time guidance and intelligent automation across contact center interactions. The launch strengthens 8x8’s customer experience portfolio by integrating dynamic workflows directly into the agent interface.
2. AI Workflow Features
Smart Assist offers live next-best-action prompts, sentiment detection, and AI-generated post-call summaries within a unified agent interface, eliminating tab switching and preserving full interaction context. Embedded scripts and contextual workflows reduce agent effort and enable consistent customer experiences.
3. Early Deployment Results
Initial deployments delivered a 23% reduction in agent onboarding time and shorter average handling times, boosting first-contact resolution and lowering after-call work. These improvements supported higher customer satisfaction and more efficient coaching cycles.
4. Strategic Impact
By embedding generative AI into the Agent Workspace, 8x8 aims to differentiate its Platform for CX with seamless integration of contact center, unified communications, and CPaaS solutions. Smart Assist is poised to drive upsell opportunities and strengthen 8x8’s market position in AI-driven customer experience.