8×8 Smart Assist Helps Contact Centers Resolve Faster, Deliver More Consistent CX, and Increase Agent Satisfaction

Contact centers using real time AI-guided workflows are resolving issues faster, reducing after-call work, and delivering more consistent customer experiences. To help organizations achieve these outcomes at scale, 8×8, Inc. , a leading global business communications platform provider, has launched 8×8 Smart Assist, an AI-powered solution that brings real-time guidance, dynamic workflows, and intelligent automation directly into the agent’s contact center experience, resulting in faster resolutions, less after-call work and fewer errors.

Automation that reduces agent effort

Embedded directly in the 8×8 Agent Workspace, 8×8 Smart Assist eliminates workflow friction and empowers every agent to perform at their best from day one.

“8×8 Smart Assist is built to solve real problems, not just to check the ‘AI box’,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “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.”

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Helping customers get answers faster

Customer support organizations are being asked to do more with less – shorten time to resolution, improve consistency, and protect quality as interactions become more complex. A Metrigy report found that 62.7% of companies credit AI assistance with improving agent performance. 8×8 Smart Assist helps meet that demand by providing real-time guidance, sentiment detection, and intelligent post-call summarizations – enabling teams to reduce errors, speed up resolution, and scale coaching more efficiently.

“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,” said Robin Gareiss, Chief Executive Officer and Principal Analyst at Metrigy. “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.”

Outcomes Enabled by 8×8 Smart Assist

• 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.

Customer-proven results

In early deployments, 8×8 Smart Assist delivered a 23% reduction in agent onboarding time, helping teams ramp faster and achieve measurable improvements – from quicker resolutions to higher CSAT – with less effort and greater confidence.

8×8 Smart Assist marks a significant evolution in 8×8’s contact center product strategy, bringing generative AI directly into the agent workspace to elevate customer experience and accelerate time to resolution. As part of the 8×8 Platform for CX, the solution helps organizations connect customers and teams globally by uniting contact center, unified communications, and communication APIs, empowering CX and IT leaders with AI-driven insights to make smarter decisions and drive lasting business impact.