8×8, Inc. has announced significant enhancements to its integrated cloud platform, introducing voice support to its Intelligent Customer Assistant and extending AI capabilities across the platform. Key updates include better AI transcription accuracy and meeting summarisation and new features such as proactive outreach, supervisor workspace mobile, silent mobile authentication and native WhatsApp integrations.
- 8×8 has introduced new AI-powered features to enhance customer experience.
- Enhancements include improved AI transcription accuracy, expanded language support, AI summarisation for CRMs and meeting summarisation.
- Additional updates cover proactive outreach, mobile supervisor workspace, French-Canadian UI, silent mobile authentication, native WhatsApp integrations and a WhatsApp campaign scheduler.
8×8 Unleashes New AI-Powered Innovations
In an era where customer experience is king, recent advancements in AI technology are playing a pivotal role in transforming the face of business engagement. One such innovation is the latest enhancements to the 8×8 cloud platform. These include the extension of the 8×8 Intelligent Customer Assistant to support voice interactions and the integration of new AI capabilities across the entire platform.
Revolutionising Customer Engagement
The 8×8 Intelligent Customer Assistant is a noteworthy tool that has been designed to create instant, effortless and engaging self-service experiences. Its latest enhancement now supports human-like voice interactions, offering automation and personalised experiences at scale. This AI solution, capable of interacting in multiple languages, empowers businesses to deliver more personalised and effective customer engagement.
Boosting AI Capabilities Across the Platform
8×8 has made significant strides in enhancing its platform’s AI capabilities. The updated Interaction Analytics services now offer improved transcription accuracy at no additional cost. These transcriptions can be transcribed in multiple languages, thus providing businesses with crucial insights for delivering personalised customer experiences.
Enhanced Connectivity with External CRMs
With AI summarisation accessible through an organisation’s CRM, businesses can now provide more personalised experiences. Whether through Salesforce, Zoho, or other leading providers, contact centre agents can easily access AI summaries of previous calls, providing a more contextual understanding of the customer interaction.
Streamlining Business Communication
8×8’s platform updates also include Proactive Outreach, which allows businesses to communicate directly with customers via SMS and WhatsApp messaging channels. Additionally, the Silent Mobile Authentication feature enhances mobile verification, offering a smoother experience when accessing mobile services or applications.
Integrating WhatsApp Messaging
8×8 has integrated its WhatsApp messaging capabilities into customer engagement platforms CleverTap and MoEngage. The new WhatsApp Campaign Scheduler further improves this efficiency by automating communication workflows and ensuring timely, consistent content delivery.
“Driving business success starts and ends with understanding what our customers want and need, and then providing solutions that allow customers to meet those needs from anywhere within their organisation,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.
Final Thoughts
In a world where customer experience is paramount, businesses need to consistently innovate and adapt to stay ahead. The recent innovations by 8×8 reflect this trend, leveraging AI technology to transform the way businesses interact with their customers. As we continue to witness the evolution of AI, there’s no doubt that businesses that embrace these advancements will be better equipped to meet the ever-changing demands of their customers and deliver superior customer engagement.
FAQ
Q: What are the recent platform innovations announced by 8×8, Inc.?
A: The recent platform innovations include extending 8×8 Intelligent Customer Assistant to support voice interactions and new AI capabilities spanning the entire 8×8 platform.
Q: What is the 8×8 Intelligent Customer Assistant?
A: The 8×8 Intelligent Customer Assistant is a powerful, user-friendly conversational AI solution that enables businesses to create instant, effortless and engaging self-service experiences.
Q: What enhancements have been made to the AI capabilities on the 8×8 platform?
A: Recent enhancements include improved AI-powered transcriptions accuracy, expanded language support, AI summarisation for external CRMs, external AI summarisation plug-in, and meeting summarisation.
Q: What additional updates have been made to 8×8’s cloud contact center, unified communications, and communications API platform?
A: Additional updates include Proactive Outreach, Supervisor Workspace Mobile, availability of the Admin Console UI in French-Canadian, Silent Mobile Authentication for CPaaS Customers, native WhatsApp integrations and WhatsApp Campaign Scheduler.
Q: What is the focus of 8×8’s innovations and enhancements?
A: The focus of 8×8’s innovations is on AI-driven and automated workflows across the platform to provide organisations with solutions that bridge traditional gaps in the customer journey and deliver superior customer engagement.
