8x8’s AI-powered Intelligent Customer Assistant Drives Customer Experience Success and Enhanced Contact Center Performance
01 Novembro 2023 - 5:05PM
Business Wire
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
announced that 8x8 Intelligent Customer Assistant has enabled
organizations to enhance customer service experiences and increase
efficiencies in the contact center. Since its launch in March 2023,
customers are reporting greater than 70% first-contact resolution
rates using the AI-powered service, and interactions on 8x8
Intelligent Customer Assistant increased over 50% from the previous
quarter. Delivered as part of 8x8 Contact Center, 8x8 Intelligent
Customer Assistant is a powerful, user-friendly conversational AI
solution that enables businesses to create simple to complex
self-service experiences across digital and voice channels.
“By implementing a chatbot, we wanted to be able to support our
customers not just during our core operating hours, but every hour
of every day,” said Rebecca Gordon, Digital Lead at Westminster
City Council. “8x8 Intelligent Customer Assistant seamlessly
integrated into our contact center and has demonstrated a first
contact resolution success rate of 80% on average, sometimes even
reaching 100%, serving not as a replacement for our existing
contact center and agents, but as an enhancement to our efforts and
the overall customer experience.”
8x8 Intelligent Customer Assistant provides graphical
orchestration capabilities that allow enterprises to build highly
scalable, always available, consistent experiences across multiple
regions, channels, and languages, with very little extra effort.
8x8 customers experience fast time to value as bots are deployed
and running within four to six weeks, on average. Key 8x8
Intelligent Customer Assistant features include:
- Streamline Workflows and Eliminate Blind Transfers: From
automated digital and voice self-service experiences to live agent
assistance, interaction workflows are seamless and minimize the
need for manual data collection. Eliminate blind transfers with
customer context and bot interaction details delivered to a live
agent, empowering them to deliver more personalized, frictionless
experiences.
- Build and Deploy Rapidly: Using low-code/no-code
graphical scripting tools, a single bot can be quickly built and
deployed across any channel such as voice, WhatsApp, SMS, and web
chat, among others, in 100+ languages.
- Actionable Conversation Insights: Built-in,
comprehensive analytics deliver insights and intuitive monitoring
and reporting for advanced customer journey visibility. Quickly
identify where a bot is performing well and where to make
adjustments in the experience to optimize resolution rates.
- Turnkey Integration Options: Marketplace and turnkey
integrations with CRMs allow for a wide variety of customizations
for a highly personalized customer experience within a voicebot
interaction.
Enabling customized, personalized customer engagements, 8x8
Intelligent Customer Assistant provides enhanced experiences for
both contact center agents and their customers:
- “We’ve been fans of 8x8’s products and services for years, so
when 8x8 Intelligent Customer Assistant was announced we knew we
could make good use of it here at Acer while adding value to how we
support our customers,” said Gary Boucher, Program Manager at Acer.
“Deploying 8x8 Intelligent Customer Assistant was very easy – 8x8
provided a lot of support in design and development and we were
able to launch within just four weeks. This solution has made it
possible to offer SMS as a new support channel, the convenience of
which channeled 12.5% of new volume to chat, and we believe its
ease of use will greatly increase customer satisfaction and
loyalty.”
- “We had done an audit of our contact center, pinpointing how
many of the interactions could be handled by a chatbot and we
realized the impact an intelligent, AI-driven tool would have in
helping us handle high volumes of customer interactions,” said
Thomas Rocharz, Director of Contact Centers at Cape Air. “8x8
Intelligent Customer Assistant will allow us to apply AI-enabled
voice self-service to quickly resolve customer inquiries, with the
ability to easily add new channels and agent-facing AI assistance
as our company grows, all while providing excellent service in a
timely and efficient manner.”
- “Our goal for implementing a chatbot was to offer our members
and visitors an easily navigable, self-sufficient option, rather
than needing to rely solely on Member Contact Center
representatives for support,” said Wendi Sheehy, Chief Operating
Officer at Thinkwise Credit Union. “We were blown away by the
results after deploying 8x8 Intelligent Customer Assistant - we are
fully confident in its ability to provide appropriate, relevant
information and it’s now fully handling over 90% of its
interactions without agent engagement!”
- “The deployment process for 8x8 Intelligent Customer Assistant
was quick, seamless, and the whole team was completely professional
the entire time,” said Adam Rigg, IT Digital Analyst at Housing
Solutions. “Once deployed, the solution immediately freed our
agents from answering routine questions, allowing them to focus on
more complex customer concerns. On top of that, the product is very
flexible, covers a lot of different use cases, and provides a
common framework for scaling.”
- “With 8x8 Intelligent Customer Assistant, virtual agents are
built once and deployed across multiple channels, keeping
development simple,” said Gary Byrne, Business Analyst at IT
Solutions. “Everything is very customizable, from the user
interface to the virtual agent’s ability to interact with different
users in personable, appropriate ways.”
“AI-powered capabilities are enabling organizations to provide
enhanced, personalized self-service support experiences for their
customers – not only driving brand loyalty, but also improving the
contact center agent experience,” said Hunter Middleton, Chief
Product Officer at 8x8, Inc. “8x8 Intelligent Customer Assistant
enables organizations to better serve their customers, across both
voice and digital channels, by providing answers quickly and
seamlessly for customers, and knowing when to escalate issues to a
live agent. On the other hand, contact center agents are provided
with the resources they need to focus on complex customer issues,
rather than spending valuable time and resources on mundane, easy
to answer questions.”
8x8 Intelligent Customer Assistant is a component of 8x8 Contact
Center delivered through the 8x8 XCaaS (Experience Communications
as a Service™) integrated cloud contact center and unified
communications platform, which includes cloud contact center,
business phone, video meetings, team chat, and SMS capabilities.
8x8 XCaaS is a resilient, secure, and compliant platform, offering
the highest levels of reliability with a financially backed,
platform-wide 99.999 percent uptime SLA across an integrated cloud
UCaaS and CCaaS solution.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business
communications as a leading Software as a Service provider of 8x8
XCaaS™ (Experience Communications as a Service™), an integrated
contact center, voice communications, video, chat, and SMS built on
one global cloud communications platform. 8x8 uniquely eliminates
the silos between Unified Communications as a Service (UCaaS) and
Contact Center as a Service (CCaaS) to power the communications
requirements of all employees globally as they work together to
deliver differentiated customer experiences. For additional
information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter
and Facebook.
8x8®, 8x8 XCaaS™, Experience Communications as a Service™,
Experience Communications Platform™ are trademarks of 8x8, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20231101732491/en/
Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
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