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8x8, Inc., a leading global provider of integrated business communications and contact center solutions, today launched 8x8 Smart Assist. This AI-powered capability integrates directly into the 8x8 Agent Workspace to provide real-time guidance, dynamic workflows, and intelligent automation, enabling contact centers to resolve customer issues faster, deliver consistent experiences, and improve agent performance and satisfaction.
8x8 Smart Assist eliminates workflow friction by delivering contextual, in-the-moment support directly within the agent interface. New agents benefit from embedded scripts, guided workflows, and real-time suggestions that shorten ramp-up periods and enable consistent performance from day one. Early customer deployments have demonstrated a 23% reduction in onboarding time, allowing teams to achieve faster proficiency and deliver higher-quality interactions with less manual effort.
The solution provides real-time sentiment analysis, next-best-action recommendations, and intelligent automation to guide agents toward quicker, more accurate resolutions. By surfacing relevant information and suggested responses without requiring agents to search multiple systems, 8x8 Smart Assist increases first-contact resolution rates and reduces average handling times. Post-interaction, AI-generated summaries automate wrap-up tasks, improving accuracy while freeing agents to focus on value-added activities such as capturing customer insights or handling upsell opportunities.
A Metrigy report highlights that 62.7% of companies attribute improved agent performance to AI assistance. When embedded effectively, these tools lead to elevated CSAT scores, increased upsell revenue, and lower turnover. Notably, 63.8% of organizations use time saved from AI to gather deeper customer insights, while 43.4% incorporate AI-guided upsell prompts during calls.
“8x8 Smart Assist is built to solve real problems, not just to check the ‘AI box’,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “We’re embedding AI where it actually makes a difference: directly into the agent workflow, eliminating the need for tab switching and ensuring full context throughout the customer interaction. With 8x8 Smart Assist, agents can onboard faster, reduce average handling times, increase first contact resolution, and drive better outcomes. Agents already have a tough job; the guidance provided by 8x8 Smart Assist supports agent confidence and increases job satisfaction.”
“When companies embed AI capabilities directly into the agent workflow, we see improvements across the board – in improved agent efficiency, elevated CSAT, more upsell revenue, and even lower turnover rates,” said Robin Gareiss, Chief Executive Officer and Principal Analyst at Metrigy. “By delivering real-time guidance, automated summaries, and next-best actions within the 8x8 Agent Workspace, agents resolve problems more quickly, opening the door for additional actions.”
8x8 Smart Assist enables measurable improvements including faster issue resolution, higher first-contact resolution rates, reduced after-call work, more consistent multi-channel customer experiences, and greater agent accuracy and job satisfaction. As part of the broader 8x8 Platform for CX, it unites contact center operations with unified communications and CPaaS, providing AI-driven insights that help CX and IT leaders optimize interactions and drive long-term business impact.
This launch represents a strategic advancement in 8x8’s contact center offerings, prioritizing practical AI integration to address real-world challenges in agent productivity, customer satisfaction, and operational efficiency. Organizations can now scale high-quality support more effectively while empowering agents to perform at their best in an increasingly complex environment.
About 8x8, Inc.
8x8, Inc. connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience – combining Contact Center, Unified Communications, and CPaaS solutions. The 8x8® Platform for CX integrates AI at every level 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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