MetriNote – 8×8 Unveils AI-Powered Capabilities to Improve Customer Experience

Author: Beth Schultz, Vice President of Research and Principal Analyst March 10, 2023 – 8x8 has announced new AI capabilities, including 8x8 Intelligent Customer Assistant, 8x8 Supervisor Workspace for its contact center, and platform-wide integration with the OpenAI platform. Intelligent Customer Assistant enables companies to create self-service experiences across all channels in 100+ languages. Supervisor Workspace combines analytics, performance management, and team administrative functions into a single interface. It uses AI-powered decision intelligence, assistance, and guidance to present supervisors with coaching and performance recommendations—saving them management time and improving agent results. 8x8’s OpenAI integration will leverage the OpenAI Whisper neural net to provide transcription, translation, and summarization services to 8x8’s XCaaS platform (providing both UCaaS and CCaaS).