8×8 Sees Surge in AI Adoption as Organizations Race to Deliver Faster, Smarter Customer Engagement

As organizations rapidly scale their use of intelligent automation, omnichannel messaging, and AI-powered performance tools, 8×8, Inc. , a leading global business communications platform provider, is seeing strong momentum in AI adoption across the 8×8 Platform for CX. From self-service to summarization, organizations are choosing 8×8 to simplify service operations, improve agent productivity, and deliver faster, more personalized customer experiences – with measurable results.

Customer adoption of 8×8’s AI-powered solutions continues to grow at pace, with 8×8 Intelligent Customer Assistant customer contracts increasing 59% year-over-year in the second quarter of fiscal 2026, which ended Sept. 30, 2025.

“AI is no longer a concept, it’s a customer expectation,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “Organizations across industries are embracing our platform to improve response times, reduce manual effort, and unlock entirely new levels of service. What sets 8×8 apart is how deeply AI is woven into every layer of the platform – from voice and messaging APIs to contact center and collaboration – so our customers can move faster, serve smarter, and simplify operations without compromise.”

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AI-Powered Growth

Across industries, 8×8 customers are expanding their use of AI and communications APIs to deliver richer, faster customer experiences with 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 59% 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 167% year-over-year and nearly 40% quarter-over-quarter.
• Voice AI interactions increased 592% year-over-year, representing more than 81% of all AI interactions in FY26 Q2.
• AI auto attendant interactions powered by 8×8 Intelligent Directory increased over 181% quarter-over-quarter.

Organizations are 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 second quarter grew over 24% across messaging, voice, and video channels, compared to FY25 Q2.
• SMS interactions grew almost 20% year-over-year from FY25 Q2 to FY26 Q2.
• 8×8 communication API messaging interactions, such as WhatsApp, RCS, Viber, Zalo, and LINE, increased more than 181% year-over-year from FY25 Q2 to FY26 Q2 and 41% quarter-over-quarter.
• 8×8 communication API voice interactions increased by 5X year-over-year from FY25 Q2 to FY26 Q2 and nearly 63% quarter-over-quarter.

New Customer Momentum

Notable customer wins in Q2 FY26 highlight the platform’s flexibility across industries and regions:

• A European healthcare provider selected the 8×8 Platform for CX, including 8×8 Intelligent Customer Assistant to drive unmatched collaboration across teams.
• A leading network of healthcare providers chose the 8×8 Platform for CX to support seamless, streamlined communications experiences across products.
• A large UK non-profit organization selected 8×8 Work for the 8×8 team’s deep understanding of technical requirements and benefits.
• A U.S. regional financial service provider chose the 8×8 Platform for CX, including 8×8 Conversational AI and 8×8 Voice for Microsoft Teams, for its seamless solutions aligned to the organization’s operational needs and future growth plans.
• A global leader in supply chain sustainability selected 8×8 Work and 8×8 Voice for Microsoft Teams for its flexible global capabilities and ability to support worldwide operations.
• An industry-leading, international professional services company chose the 8×8 Platform for CX, including 8×8 Voice for Microsoft Teams, for its call quality reporting, zero-downtime deployment, and user-friendly platform.

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AI-Forward Innovations in Q2 FY26

Recent innovations released in Q2 demonstrate 8×8’s commitment to meaningful, integrated AI:

• Native Transcription in 8×8 Work. 8×8 Conversation IQ users can now access AI-powered transcriptions directly within the platform, improving coaching, documentation, and customer experience analysis.
• 8×8 Workforce Management. 8×8 introduced an intuitive Workforce Management solution for 8×8 Contact Center, enabling organizations to automate forecasting, shift planning, real-time adherence tracking, and leave management – improving operational efficiency without added cost or complexity.
• Live Summarizations for Voice. New AI-powered live summarization capabilities in 8×8 Contact Center automatically generate concise summaries of voice interactions in real time, reducing manual wrap-up effort, enhancing handoffs, and improving CRM documentation.
• Real-Time Active Calls Reporting. A modernized Active Calls report in 8×8 Work Analytics delivers faster access to live call data through intuitive filters and export options, supporting smarter, real-time decision-making.

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.