Deliver Blockbuster Customer Experience with 8x8’s Summer 2024 Update

Sarah Murphy

July 25, 2024

At a glance

8x8 Intelligent Customer Assistant for Voice for engaging self-service experiences
AI Summarization in External CRMs and Plug-Ins to leverage existing AI providers for effective workflows
Upgraded AI transcriptions for improved performance and accuracy
8x8 Meeting AI Summarization enables easy catch-up, follow-up, and action items
Proactive Outreach: Interact for direct customer communications at scale
8x8 Supervisor Workspace Mobile for supervisors on the go
Silent Mobile Authentication for one-click verification
Native WhatsApp Integrations with CleverTap and MoEngage

One of my favorite things about summer has always been the summer movie blockbuster.

While this month has everyone going to see Twisters, Inside Out 2 or Deadpool and Wolverine, back in 1991, Terminator 2 was the move that quickly became a cultural phenomenon with cutting-edge special effects that solidified it as a blockbuster–but it also introduced many of us to the idea of artificial intelligence. While this movie just scratched the surface of AI, here we are 33 years later, and AI is here to stay. And, thankfully for us, it's not here in the form of a hulking autonomous cyborg.

AI Enables Organizations to Supercharge Their Customer Engagement Strategy

The 8x8 platform empowers organizations to analyze, learn from, and act on their customers' interactions, providing a richer experience at every touchpoint. The true power of our AI-powered platform is in its ability to gather data from multiple sources and surface the right data and insights to not only agents and supervisors, but every customer-facing role across the organization.

I can’t help but think about the Terminator when I consider the importance of good inputs. Remember – AI is powerful, but it still needs intelligent human direction and the right data to do its job. In the first Terminator movie, Schwarzenegger’s character knew it had to find Sarah Connor, but it didn’t know which Sarah Connor. Although he is a fine-tuned cyborg, he’s only successful when he’s given the right information. Just like in the movie, when it comes to AI for modern organizations, breaking down data silos and providing quick access to the right context and information at the right time drives productivity and enables every customer-facing employee to offer a more personalized and efficient experience.

8x8’s recent product updates help customers leverage the power of AI to break data silos, boost user productivity through seamless workflows, and deliver blockbuster customer engagement across the organization.

8x8 Intelligent Customer Assistant

Intelligent Customer Assistant (ICA) is a powerful, user-friendly conversational AI solution that enables businesses to create instant, effortless, and engaging self-service experiences. The platform now supports voice interactions in addition to digital ones across multiple regions and languages to deliver automation at scale with personalization. Learn More

Improved AI-powered Transcriptions Accuracy and Expanded Language Support

Customers can leverage improved AI transcription summaries with even greater accuracy at no additional cost, as all Interaction Analytics services have been updated to the latest transcription model. The latest models also support the ability to transcribe speech in multiple languages and translation. Learn More

AI Summarization for External CRMs

AI summarization can be accessed in your CRM of choice, such as Salesforce, Zoho, or other leading providers. Agents on active calls can easily access the AI summarization from previous calls, helping to provide more context about that customer and deliver a more personalized experience. Learn More

External AI Summarization Plug-in

Plug-and-play external AI for 8x8 Contact Center means you can leverage your existing AI provider for AI summarizations. Supervisors can gain quick access to interaction summaries from third-party AI solutions within their workspace, which means valuable insights are at your fingertips, and the value machine learning and intelligence your AI provider has accumulated is not lost during a migration to 8x8 Contact Center. Learn More

Meeting AI Summarization

Late meeting summaries for participants who join a meeting at least 10 minutes after the meeting transcription starts will receive a meeting chat summary of what has been discussed before they joined, so they can easily catch up without interrupting the meeting.

Once the meeting has ended, participants will now receive a summary email which further enables easy follow-ups and action items. Learn more

More Highlights In This Season’s Update

Here are more highlights from this season’s update that enable customers to deliver blockbuster experiences.

Proactive Outreach: Interact

Proactive Outreach: Interact enables direct two-way communication with your customers at scale via SMS and WhatsApp messaging channels, with inbound messages seamlessly routed to your contact center for agents or bots to handle. Learn More

Supervisor Workspace Mobile

An intuitive, mobile-first designed interface with single-value widgets and quick access to the most common configuration options so supervisors can quickly keep a pulse on their contact center operations on the go. Learn More

Silent Mobile Authentication

Silent Mobile Authentication provides a seamless method of mobile verification, allowing users to verify phone numbers with just one click and without manual input. Instead of receiving and entering a code, users are automatically verified based on their network IP.

Native WhatsApp Integrations

8x8 WhatsApp messaging capabilities are now natively integrated into customer engagement platforms, CleverTap and MoEngage. This integration allows businesses to leverage the robust features of 8x8's messaging services directly within these platforms, enhancing customer interactions through seamless and efficient communication. See all integrations