8x8 reports surge in AI-powered CX adoption & unveils new tools
8x8 has announced a series of new AI-powered enhancements across its customer experience (CX) platform, highlighting recent growth in client adoption and the expansion of its solution offerings.
Growth in AI adoption
The provider reported a 75% year-on-year increase in customer contracts for its Intelligent Customer Assistant, as well as a 150% year-on-year rise in AI-powered customer interactions across both digital and voice channels. Voice AI interactions, in particular, have seen significant growth, rising sevenfold year-on-year and accounting for more than three-quarters of all AI engagements during the first quarter of fiscal year 2026.
Hunter Middleton, Chief Product Officer at 8x8, stated, "We're entering a new era of customer experience – one where AI doesn't replace the human connection, it elevates it. Our platform delivers AI that's usable, flexible, and proven. The 8x8 Platform for CX helps teams work smarter, serve faster, and deliver real results. These momentum metrics show more than growing customer engagement; they're validation of our customer-first approach to innovation."
AI auto attendant interactions, facilitated by 8x8's Intelligent Directory, registered a 21-fold quarter-over-quarter increase, illustrating a trend towards the use of automated solutions for customer service tasks.
Expansion of API channels
Organisations utilising 8x8's communication APIs have driven a 39% increase in total API-powered customer interactions across messaging, voice, and video compared to the same period the previous year. Messaging interactions through platforms such as WhatsApp, RCS, Viber, Zalo, and LINE grew more than 220% year-on-year and 55% quarter-over-quarter, while SMS interactions saw a gain of over 35% for the year.
New customer acquisitions
Recent customer wins underline 8x8's reach across multiple sectors. Among them, a nationally recognised public university has adopted 8x8's Contact Centre to support 2,000 employees, focusing on tailored, high-touch services. In the technology sector, an AI voice automation provider selected 8x8 Voice to support global expansion, citing factors such as voice quality and local telecom integration. A major construction technology company in Australia implemented 8x8's SMS APIs to support their customer experience initiatives, while a leading Philippine retail group utilised these APIs to improve campaign visibility and engagement.
Recent AI-powered enhancements
8x8 has introduced several new capabilities to its platform. The 8x8 Smart Assist, in combination with Conversation Intelligence, now analyses all customer interactions within the contact centre to provide real-time AI guidance for agents. This integration supports churn reduction, conversion rate improvement, and compliance adherence, and offers sentiment and intent analysis to streamline coaching and quality assurance activities for leaders.
The 8x8 Secure Pay functionality has seen expanded coverage, enabling organisations to facilitate secure, automated transactions through virtual agents and IVRs. Customers can complete transactions via SMS or email links using Apple Pay, Google Pay, or credit cards, aiming to streamline payment processes while supporting compliance requirements.
Another enhancement, 8x8 Intelligent Customer Assistant Knowledge AI, converts static documentation into AI-powered self-service resources. With 8x8 Intelligent Customer Assistant xApps, customers can provide complex data and continue conversations across digital and voice channels without losing context. These updates are designed to deliver personalised support at scale.
Meltwater social listening has been integrated into the 8x8 Agent Workspace, which enables contact centre teams to monitor and route social media interactions from platforms including Instagram, LinkedIn, and X. This allows teams to respond more rapidly to sentiment trends and ensures customer inquiries are directed to the right resources.
The new JourneyAPI is also now available, enabling organisations to track customer interactions across various transfer points and teams. By consolidating related calls into a single API view, companies can more accurately assess service quality and access unified performance analytics.
In addition, AI-powered chat summarisation now offers automated language detection, ensuring that conversation summaries are generated in the correct language for multilingual teams, supporting clearer communications and recordkeeping.
"We're entering a new era of customer experience – one where AI doesn't replace the human connection, it elevates it," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "Our platform delivers AI that's usable, flexible, and proven. The 8x8 Platform for CX helps teams work smarter, serve faster, and deliver real results. These momentum metrics show more than growing customer engagement; they're validation of our customer-first approach to innovation."
The company's CX platform is built to integrate contact centre, unified communications, and communications APIs to help organisations engage customers and teams globally. These latest enhancements and adoption figures, along with recent customer wins, illustrate continued momentum for 8x8 in the CX sector.
