8x8, Inc. has reported that customer adoption of its AI solutions more than doubled year-over-year in Q1 FY27, with AI adoption growing 121% and the customer base for 8x8 Engage expanding over 247%. The results reflect organizations responding to increasing CX pressures by deploying AI that reduces interaction volume, meets customers on preferred digital channels, and consolidates communications on a scalable platform.
AI solution adoption grew 121% year-over-year, including 8x8 AI Studio and Intelligent Customer Assistant.
8x8 Engage customer base expanded more than 247% year-over-year.
Total Intelligent Customer Assistant interactions grew over 88% year-over-year, with voice AI interactions up 106%.
Communication API messaging interactions grew over 112% year-over-year, with voice interactions up 151%.
Usage-based revenue increased 63% year-over-year, continuing strong growth from Q4 FY26.
New platform innovations include 8x8 Pulse, Resolve, AI Routing, and AI Studio with multi-model support.
Demand for AI-driven customer experience tools continued to accelerate in Q1 FY27, with significant growth in both adoption and usage across 8x8 Intelligent Customer Assistant, 8x8 AI Studio, and 8x8 Engage solutions. Customer adoption of AI solutions increased 121% year-over-year and 68% quarter-over-quarter. The number of customers adopting 8x8 Engage grew more than 247% year-over-year and 33% quarter-over-quarter. Total 8x8 Intelligent Customer Assistant interactions across digital, voice, and auto attendant channels grew more than 88% year-over-year, with voice AI interactions alone growing more than 106%.
Organizations are expanding their use of 8x8 communication APIs to reach customers across SMS, voice, and messaging channels. Total communication API interactions across messaging, voice, and video channels grew 24% year-over-year. SMS interactions increased nearly 20% quarter-over-quarter, messaging interactions including WhatsApp, RCS, Viber, Zalo, and LINE grew more than 112% year-over-year, and voice interactions increased more than 151% year-over-year. Usage-based revenue, which includes communication APIs, AI solutions, digital channels, and telecom, continued its strong growth trajectory with a 63% year-over-year increase.
Recent product updates extend the 8x8 Platform for CX to every corner of the organization. 8x8 Pulse captures and indexes interactions across calls, meetings, emails, and support tickets, making conversation data searchable and actionable. 8x8 Resolve delivers incident and emergency alerts to frontline workforces. 8x8 AI Routing dynamically matches customers to the best-qualified expert across the organization. 8x8 AI Studio now supports multiple AI models, voice-powered agent building, and one-click connectors to 11 third-party applications. The company also launched an App Store, integrated with Synthflow, and enhanced Workforce Management at no additional cost. As of July 1, 2026, 8x8 has an Overall Rating of 4.6 out of 5 across UCaaS, CCaaS, and CPaaS markets based on 60 reviews on Gartner Peer Insights.
"AI adoption more than doubled, and it's showing up in live customer conversations, not pilots," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "We're investing on both sides: the AI our customers deploy, and the infrastructure underneath that routes, processes, and governs every interaction in real time. That combination is what lets them run AI-first CX at enterprise scale, and the numbers reflect it."
About 8x8, Inc.
8x8, Inc. connects people and organizations through seamless communication on one of the industry's most integrated platforms for Customer Experience – combining Contact Center, Unified Communications, and CPaaS solutions. The 8x8® Platform for CX integrates AI to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. As a business communications leader, the company helps customer experience and IT leaders around the world become the heartbeat of their organizations, empowering them to unlock the potential of every interaction.
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