8×8 Voice-led AI, message growth, and platform innovation performance in Q2 FY26 highlight accelerating demand for intelligent, integrated CX at global scale
As organisations rapidly scale their use of intelligent automation, omnichannel messaging, and AI-powered performance tools, 8×8, Inc. is seeing strong momentum in AI adoption across the 8×8 Platform for CX. 8×8 customers are increasingly choosing personalised customer experiences, from 8×8’s self-service to summarisation.
Customer adoption of 8×8’s AI-powered solutions continues to grow at pace, with 8×8 Intelligent Customer Assistant™ customer contracts increasing 59% year-over-year in the second quarter of fiscal 2026, which ended 30 September 2025.
Hunter Middleton, Chief Product Officer at 8×8, Inc. comments:
“AI is no longer a concept, it’s a customer expectation. Organisations across industries are embracing our platform to improve response times, reduce manual effort, and unlock entirely new levels of service. What sets 8×8 apart is how deeply AI is woven into every layer of the platform – from voice and messaging APIs to contact center and collaboration – so our customers can move faster, serve smarter, and simplify operations without compromise.”
AI-Powered Growth
Highlights from Q2 2025/26 incude:
- Customer contracts for 8×8 Intelligent Customer Assistant for digital and voice self-service and AI auto attendants increased 59% year-over-year, driving growth in AI-based customer experience solutions.
- 8×8 Intelligent Customer Assistant digital, voice and auto attendant AI interactions grew 167% year-over-year and nearly 40% quarter-over-quarter.
- Voice AI interactions increased 592% year-over-year, representing more than 81% of all AI interactions in Q2 FY26 .
- AI auto attendant interactions powered by 8×8 Intelligent Directory increased 181% quarter-over-quarter.
- The total number of 8×8 communication API customer interactions in the second quarter grew over 24% across messaging, voice, and video channels, compared to FY25 Q2.
- SMS interactions grew almost 20% year-over-year from FY25 Q2 to FY26 Q2.
- 8×8 communication API messaging interactions, such as WhatsApp, RCS, Viber, Zalo, and LINE, increased more than 181% year-over-year from FY25 Q2 to FY26 Q2 and 41% quarter-over-quarter.
- 8×8 communication API voice interactions increased by 5X year-over-year from FY25 Q2 to FY26 Q2 and nearly 63% quarter-over-quarter.
AI-Forward Innovations in Q2 FY26
Recent innovations released in Q2 demonstrate 8×8’s commitment to meaningful, integrated AI:
- Native Transcription in 8×8 Work. 8×8 Conversation IQ users can now access AI-powered transcriptions directly within the platform, improving coaching, documentation, and customer experience analysis.
- 8×8 Workforce Management. 8×8 introduced an intuitive Workforce Management solution for 8×8 Contact Center, enabling organisations to automate forecasting, shift planning, real-time adherence tracking, and leave management – improving operational efficiency without added cost or complexity.
- Live Summarizations for Voice. New AI-powered live summarization capabilities in 8×8 Contact Center automatically generate concise summaries of voice interactions in real time, reducing manual wrap-up effort, enhancing handoffs, and improving CRM documentation.
- Real-Time Active Calls Reporting. A modernised Active Calls report in 8×8 Work Analytics delivers faster access to live call data through intuitive filters and export options, supporting smarter, real-time decision-making.
A number of facts and figures have been reported above. Readers should exercise caution about projections for the future. The report states the facts as reported for 8×8’s Q2 (ending Sep 2025) for the financial year 2025/26.
