8×8, Inc. has announced the launch of 8×8 Smart Assist, an AI-powered solution designed to transform the agent experience by embedding real-time guidance and intelligent automation directly into the contact center workflow.
The move comes as contact centers face increasing pressure to resolve complex issues faster while maintaining high levels of consistency. By integrating dynamic workflows into the 8×8 Agent Workspace, the platform aims to reduce after-call work (ACW), minimize errors, and accelerate agent onboarding.
Tackling Agent Friction
One of the primary goals of 8×8 Smart Assist is to eliminate “workflow friction”—the common issue where agents must navigate multiple tabs and disconnected tools to find answers. By providing a single, AI-guided interface, 8×8 is positioning the tool as a way to bolster agent confidence and productivity.
Hunter Middleton, Chief Product Officer at 8×8, Inc., emphasized that the solution is designed with practical utility in mind:
“8×8 Smart Assist is built to solve real problems, not just to check the ‘AI box’. 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 8×8 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 8×8 Smart Assist supports agent confidence and increases job satisfaction.”
Data-Driven Performance Gains
The demand for AI-assisted workflows is backed by industry research. A recent report from Metrigy indicates that 62.7% of organizations credit AI assistance with measurable improvements in agent performance.
8×8 Smart Assist addresses these needs through features such as sentiment detection, real-time scripting, and intelligent post-call summarization. These tools allow teams to scale coaching and maintain quality control even as interaction complexity rises.
Robin Gareiss, Chief Executive Officer and Principal Analyst at Metrigy, highlighted the broader business impact of such integrations:
“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. By delivering real-time guidance, automated summaries, and next-best actions within the 8×8 Agent Workspace, agents resolve problems more quickly, opening the door for additional actions. For example, 63.8% of companies are applying the time saved toward acquiring more customer insights, and 43.4% are adding AI-guided upsell pitches during calls.”
Proven Outcomes and Strategy
Early deployments of the solution have already yielded significant results, including a 23% reduction in agent onboarding time. This allows organizations to ramp up new staff more efficiently while maintaining high Customer Satisfaction (CSAT) scores.
The solution is designed to drive several key outcomes, including:
- Faster resolutions and higher first-contact resolution through real-time guidance and next-best actions
- Shorter agent ramp time with embedded scripts and contextual workflows
- Lower after-call work and improved accuracy with AI-generated summaries
- More consistent CX across channels with CRM-integrated workflows and preserved context.
Increased agent accuracy, confidence, and job satisfaction
The launch of Smart Assist marks a pivotal step in 8×8’s broader CX strategy, which focuses on uniting Unified Communications (UC), Contact Center (CC), and CPaaS into a single, AI-driven platform. By bringing generative AI directly into the workspace, 8×8 aims to empower IT and CX leaders with the insights needed to drive lasting business impact.