This year has been a year of building AI solutions at scale, with technologies from OpenAI and Google gaining a lot of attention in recent months. In addition to public-facing chat tools, many organizations are beginning to embrace artificial intelligence in an effort to improve worker productivity.
The provider of integrated cloud communications platform 8x8 is the next company to jump on the bandwagon, and this time it is looking to give a boost to customer services.
The company has now released a couple of AI tools aimed at both customers and customer service employees, in addition to platform-wide integration with OpenAI, the company behind ChatGPT.
8x8 artificial intelligence assistants
Robin Gareiss, CEO of research firm Metrigy, explained how conversational AI improves revenue by 20,7%, customer ratings by 26,7%, and agent productivity by 22,7%.
“Becoming an AI-powered contact center is no longer a luxury; it is a must for companies that want to provide an exceptional customer experience and gain a competitive advantage,” explained Gareiss.
The company's first tool, 8x8 Intelligent Customer Assistant, is designed to be an easy-to-use conversational AI for self-service customer service. Examples of the tool include the ability to automatically handle customer requests, implementation in different communication services like WhatsApp, and information capture for performance optimization.
The intelligent customer assistant is also capable of sharing details with live agents in an effort to combat blind transfers.
The second product, 8x8 Supervisor Workspace, combines analytics, performance management, and equipment management capabilities. It is designed to help companies solve any customer experience problem and increase efficiency.
Beyond that, OpenAI integration is available on the 8x8 XCaaS platform and offers things like transcription, translation, and summaries.
With artificial intelligence seeing a huge surge this year, businesses of all sizes are starting to narrow down their search for online productivity tools in terms of AI capabilities. Therefore, adopting this technology earlier will prove beneficial for -aaS companies.