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The company is infusing deeper AI/ML, natural language understanding models and performance capabilities into its contact center.

Claudia Adrien

March 10, 2023

3 Min Read
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Cloud communications platform provider 8×8 is joining the AI race by integrating with OpenAI. This integration will make it easier for organizations to unlock the potential of generative AI at scale, 8×8 said.

8×8 is infusing deeper AI/ML, natural language understanding models and performance capabilities into 8×8 contact center. It’s also doing so across the 8×8 XCaaS integrated cloud communications and contact center platform. Other enhancements include an 8×8 intelligent customer assistant and a supervisor workspace for 8×8 Contact Center.

XCaaS Platform and OpenAI Integration

8×8 and OpenAI Whisper bring highly accurate transcription, translation and summarization services to the 8×8 XCaaS platform, the company said. This new integration will provide a transcription accuracy rate higher than 85% for the most common languages. It will also support more than 50 languages across both UCaaS and CCaaS.

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8×8’s Hunter Middleton

Hunter Middleton is chief product officer at 8×8.

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“Customers are turning to cloud-first environments because they offer fast, personalized solutions that then allow them to operate in the way, and across the channels, that make the most sense for their business — there is no one-size-fits-all in enterprise,” Middleton said. “These AI-driven innovations to the 8×8 XCaaS platform provide our customers with the easily designable tools they need to meet their customers whenever, and wherever, to deliver the most consistent experience possible.”

Quickly Deployable Chatbots

8×8 Intelligent Customer Assistant is a conversational AI solution that enables businesses to create simple to complex self-service experiences across all channels. With customer assistant, organizations can deliver smart self-service to automatically handle customer requests through natural, conversational experiences. Chatbots can be built quickly and deployed instantly across any channel, such as SMS and WhatsApp. Bot interaction details will allow agents to deliver more personalized, frictionless experiences, the company said.

Finally, the customer assistant leverages turnkey integrations with CRM systems and other enterprise applications. Or it connects with generative AI engines such as OpenAI, all accessible from an app ecosystem.

A Purpose-Built Experience

8×8 Supervisor Workspace is a purpose-built experience that blends analytics, performance management and team admin capabilities into a single interface. Key features include AI-driven decision intelligence, assistance and guidance. This presents supervisors with coaching and performance recommendations to improve speed to correction.

The workspace provides personalized environments based upon individual needs and priorities. This transforms how contact center leaders can manage teams and make decisions. It has the ability to create multiple workspaces. This makes it easier to switch roles and responsibilities quickly to increase efficiency and agility to meet business demands, 8×8 said.

Finally, it offers one screen for contact center insights and operations. This includes seamless integration with third-party applications and data from WFM, CRM and BI tools.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.

 

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About the Author(s)

Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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