8×8 has expanded their AI-powered voice support for the 8×8 Intelligent Customer Assistant. The advanced AI solution now supports voice as well as digital interactions, offering businesses enhanced self-service experiences. The voice support aims to improve operational efficiency and customer satisfaction by automating customer interactions across several use cases. The adoption rates of the 8×8 Intelligent Customer Assistant have witnessed a 200% year-on-year increase, underlining its potential for resolving customer issues instantly while reducing operational costs.
AI-Powered Voice Support Bolsters 8×8 Intelligent Customer Assistant
Today’s news focuses on the expanded availability of AI-powered voice support for the 8×8 Intelligent Customer Assistant. This enhancement to the already robust suite of digital capabilities promises to drive increased customer adoption and usage.
The Power of Voice Support
The updated 8×8 Intelligent Customer Assistant now supports human-like voice interactions, in addition to its existing digital capabilities. This extends across multiple regions and languages, enabling businesses to offer automation and personalised experiences on a grand scale. But why is this important?
AI-powered voice self-service can automate a vast array of customer interactions, resolving use cases and issues swiftly. These range from managing healthcare appointments and retail purchases, to paying utility and financial service bills, dealing with routine IT issues, and even managing travel and hospitality reservations.
Operational Efficiency and Customer Satisfaction
The addition of voice support to the 8×8 Intelligent Customer Assistant isn’t just about automation. It’s about improving operational efficiency and increasing the rates of first contact resolution (FCR) and customer satisfaction (CSAT).
“Implementing 8×8 Intelligent Customer Assistant to handle easy, repetitive calls has greatly improved our operations, especially for our third-party team,” said Peter Hare, IT Support Technician at Activate Group. “Reducing the number of calls routed through to the team by 46% by using the AI-powered technology has led to quicker responses as less time is spent waiting in a queue, and the repetitive questions can be answered by the bot, saving up to a minute per call. Ultimately this has boosted customer satisfaction.”
Growth in Use of Conversational AI
As 8×8 continues to enhance its Conversational AI capabilities, more customers are adopting the Intelligent Customer Assistant. In fact, customer usage has increased over 200% year-over-year as of the quarter ending 30 June 2024, with more than a million interactions conducted on the platform to date.
The Future of Customer Service
The voice support feature streamlines workflows, provides complete customer context to agents, allows for rapid build and deployment, offers rich conversation insights, and integrates with CRMs for a highly personalised customer experience within a voicebot interaction. With the 8×8 Intelligent Customer Assistant now fully supporting a broad range of simple and complex use cases, the potential for cost savings and improved service is enormous. The solution’s ability to respond to intent and provide human-like responses can resolve customer issues quickly, reducing the need for human intervention and providing 24/7 service.
Final Thoughts
The expanded availability of AI-powered voice support in the 8×8 Intelligent Customer Assistant is a significant step forward in customer service automation. As more businesses adopt this technology, we can expect to see improved operational efficiency and increased customer satisfaction rates. Furthermore, as AI continues to evolve and become more integrated into our everyday lives, solutions like this will become increasingly important. After all, the ability to offer fast, efficient, and personalised customer service, 24/7, is a game-changer in today’s competitive marketplace.
FAQs
Q: What are the key features of voice self-service for 8×8 Intelligent Customer Assistant?
A: Key features of voice self-service for 8×8 Intelligent Customer Assistant include streamlining workflows, providing complete customer context, rapid build and deployment capabilities, rich conversation insights and turnkey integration options.
Q: How has the implementation of 8×8 Intelligent Customer Assistant benefited organisations?
A: Implementing 8×8 Intelligent Customer Assistant has led to improved operational efficiency, increased rates of first contact resolution (FCR), and enhanced customer satisfaction (CSAT) by automating customer interactions and providing accurate support.
Q: How has 8×8 Intelligent Customer Assistant helped specific organisations?
A: Organisations like Activate Group have reduced the number of calls routed to their team by 46%, leading to quicker responses and improved customer satisfaction. Oldham Council saved £40,000 annually and improved their call handling success rate to over 80%.
Q: How does voice support for 8×8 Intelligent Customer Assistant benefit organisations?
A: Voice support enables rapid resolution of a broad range of customer issues without human intervention, leading to reduced operational costs, instant 24/7 service, and improved call handling success rates.
