8×8 Unveils AI-Powered CX Platform Enhancements

8×8, Inc. (EGHT) has announced new innovations across its 8×8 Platform for CX, enabling enterprises to work more efficiently, respond faster, and deliver personalized experiences that boost loyalty and business growth. The updates include integration with MNET CoreAccess+, keyword filtering, 8×8 Smart Assist + Conversation Intelligence, AI-powered chat summarization, CRM Integration Profiles, and JourneyAPI for unified performance metrics. These enhancements aim to bridge the gap between rising expectations and what teams can deliver without adding complexity.

8x8, Inc. (EGHT), a leading provider of integrated customer experience (CX) platforms, has announced a suite of new innovations across its 8x8 Platform for CX. These updates aim to help enterprises meet rising standards for compliance, security, and operational agility, without increasing overhead. The enhancements include integration with MNET CoreAccess+, keyword filtering, 8x8 Smart Assist + Conversation Intelligence, AI-powered chat summarization, CRM Integration Profiles, and JourneyAPI for unified performance metrics [1].

Boost Security and Compliance

The integration with MNET CoreAccess+ connects 8x8 Contact Center directly to systems such as Jack Henry and Fiserv. This allows bots, IVRs, and agents to access real-time data, authenticate users securely, and deliver contextual service, all designed to meet the high standards of banks and credit unions [1].

To avoid 10DLC violations, outbound SMS from the 8x8 Work App now includes keyword filtering. Messages are screened for restricted terms before carrier submission, with user prompts to edit and resend, minimizing compliance risks and protecting deliverability [1].

Improve Agent Productivity

8x8 Smart Assist, combined with conversation intelligence, analyzes 100% of customer interactions to deliver real-time AI coaching. This helps agents reduce churn, increase conversions, and stay compliant. Built-in sentiment and intent analysis empower leaders to scale coaching and quality assurance without adding headcount [1].

AI-powered chat summarization now automatically detects the conversation's language and applies the appropriate linguistic model, delivering clearer, more accurate summaries for multilingual teams [1].

Deliver End-to-End Journey Orchestration

JourneyAPI allows organizations to track every leg of a customer interaction across transfers, queues, and teams. This provides a single API view, enabling business and CX leaders to assess service quality and access unified performance metrics programmatically [1].

Conclusion

These new capabilities from 8x8, Inc. are designed to help CX leaders meet rising expectations without adding complexity. By leveraging AI and advanced technologies, the 8x8 Platform for CX aims to deliver smarter automation, tighter compliance, and deeper visibility, empowering organizations to connect customers and teams globally and drive lasting business impact [1].

References

[1] https://www.stocktitan.net/news/EGHT/ai-powered-compliance-intelligence-and-orchestration-elevate-secure-ko2uq5tduf16.html