The addition of voice expands the company’s self-service capabilities that enable businesses to create simple to complex experiences across digital and voice channels.
Key features of voice self-service for 8x8 Intelligent Customer Assistant include the ability to streamline workflows and provide agents with complete customer context. In addition, a single bot can be quickly built and deployed across any channel such as voice, WhatsApp, SMS, and web chat, among others.
The offering also includes rich conversation insights as well as turnkey integration options that allow for customisation for a personalised customer experience within a voicebot interaction.
Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, explained, “Whether a contact centre has thousands of agents or less than 100, organisations are recognising that conversational AI is a real and cost-effective choice to improve self-service and productivity in contact centres to better support customers.
“Starting with digital self-service in March, 8x8 is now making their voice conversational AI capabilities available to its customers as a fully integrated part of their contact centre solution to provide full orchestration of customer journeys across voice and digital channels.”
Hunter Middleton, chief product officer, 8x8, added, “There is an incredible amount of opportunity around AI-enabled technologies and the ways in which those technologies allow organisations to engage with and support customers.
“Since the launch of 8x8 Intelligent Customer Assistant, the feedback we've received has been astounding. Our customers have been thrilled by the ability to easily reduce resolution times for simple inquiries as well as being able to handle a significant portion of customer interactions without requiring an agent.
“As voice remains an increasingly relevant and preferred channel of communications, we are continuing the momentum we've already seen with the introduction of a conversational AI voice self-service option, and look forward to allowing 8x8 customers to design more channels, deploy additional use cases, and exceed their organisation's customer experience targets.”
