8×8 Boosts Customer Engagement with New AI Enhancements Across CX Platform

8×8, Inc. , the industry’s most integrated platform provider for customer experience (CX), is fast-tracking the next phase of AI-powered engagement by expanding intelligent automation across its platform. By unifying contact center, unified communications, and communications APIs into a single, AI-enabled platform, the 8×8^® Platform for CX empowers organizations to deliver personalized service, improve efficiency, and drive smarter collaboration.

Customer adoption of 8×8’s AI-powered solutions continues to grow at pace, with 8×8 Intelligent Customer Assistant customer contracts increasing 75% year-over-year in the first quarter of fiscal 2026, which ended June 30, 2025.

“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 8×8, Inc. “Our platform delivers AI that’s usable, flexible, and proven. The 8×8 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 Adoption Momentum

As of Q1 FY26, customers are accelerating their use of AI across the 8×8 Platform for CX:

• Customer contracts for 8×8 Intelligent Customer Assistant for digital and voice self-service and AI auto attendants increased 75% year-over-year, helping to drive the overall growth in AI-based customer experience solutions.
• 8×8 Intelligent Customer Assistant digital, voice and auto attendant AI interactions grew 150% year-over-year.
• Voice AI interactions increased 7X year-over-year, representing more than three quarters of all AI interactions in FY26 Q1.
• AI auto attendant interactions powered by 8×8 Intelligent Directory increased over 21X quarter-over-quarter.

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API Growth Driving Multi-Channel Engagement

Organizations are also increasingly using 8×8 communication APIs to engage customers across SMS, voice, and messaging apps:

• The total number of 8×8 communication API customer interactions in the first quarter grew over 39% across messaging, voice, and video channels, compared to FY25 Q1.
• SMS interactions grew over 35% year-over-year from FY25 Q1 to FY26 Q1.
• 8×8 communication API messaging interactions, such as WhatsApp, RCS, Viber, Zalo, and LINE, increased more than 220% year-over-year from FY25 Q1 to FY25 Q1 and 55% quarter-over-quarter.

New Customers Turning to 8×8

Notable customer wins in Q1 FY26 highlight the platform’s flexibility across industries and regions:

• A nationally recognized public university selected 8×8 Contact Center to support 2,000 employees with tailored, high-touch service.
• An AI voice automation provider chose 8×8 Voice for global expansion, citing voice quality, reliability, and local telecom integration.
• A leading Australian construction technology company adopted 8×8 SMS APIs to streamline support and enhance customer experience.
• A major Philippine retail group deployed 8×8 SMS APIs to improve campaign visibility and deliver efficient, cost-effective engagement at scale.

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AI-Powered Enhancements in Q1 FY26

Recent innovations released in Q1 demonstrate 8×8’s commitment to meaningful, integrated AI:

8×8 Smart Assist + Conversation Intelligence

• 8×8 Smart Assist, combined with 8×8 Conversation Intelligence, analyzes 100% of customer interactions in the contact center – past and present – to deliver real-time AI guidance that helps agents reduce churn, increase conversions, and stay compliant. Built-in sentiment and intent analysis empowers leaders to scale coaching and quality assurance without adding headcount.

Self-service, PCI-Compliant Payments

• 8×8 Secure Pay expanded coverage now enables secure, automated payments through virtual agents and IVRs. Customers receive secure links via SMS or email to complete transactions using Apple Pay, Google Pay, or credit cards. It’s seamless, scalable collection – without tying up agents or risking compliance.

8×8 Intelligent Customer Assistant Knowledge AI + xApps

• 8×8 Intelligent Customer Assistant Knowledge AI transforms static content – PDFs, web pages, training files – into dynamic, AI-powered self-service. With 8×8 Intelligent Customer Assistant xApps, customers can input complex data digitally and transition back to voice without losing context. The result: fast, flexible, and personalized experiences at scale.

Meltwater Social Listening for 8×8 Contact Center

• 8×8 Agent Workspace integrates Meltwater social listening to monitor, filter, and route content from platforms like Instagram, LinkedIn, and X – all within the agent’s existing workspace. Teams can respond faster, track sentiment trends, and ensure every message reaches the right agent at the right time.

JourneyAPI

• JourneyAPI enables organizations to track every leg of a customer interaction – across transfers, queues, and teams – by pulling related calls into a single API view. It allows teams to trace the full journey, assess service quality, and access unified performance metrics programmatically.

Smarter Summaries, Now in the Right Language

• 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.

The 8×8 Platform for CX seamlessly unites contact center, unified communications, and communication APIs to help organizations connect customers and teams globally. The platform empowers CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

Caution Concerning Forward-Looking Statements

This press release contains forward-looking statements including those related to our CX transformation, contact center momentum, and growth in new 8×8 AI-powered CX products. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8×8’s periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. These risks could reduce the growth of our CX business, AI-powered solutions, and contact center momentum which could impact our revenues and profitability. 8×8 undertakes no obligation to update any forward-looking statements.