8×8 Adds New AI Enhancements to Its CX Platform

8×8 adds new AI enhancements across its customer experience platform.

By integrating intelligent automation across its unified platform, which combines contact centre, unified communications, and communication APIs, 8×8 has expanded its AI-powered customer experience (CX) capabilities.

The company reported a 75% year-over-year increase in customer contracts for its Intelligent Customer Assistant in Q1 FY26, with AI interactions, particularly voice, rising significantly.

Hunter Middleton, Chief Product Officer at 8×8, said, “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.”

Use of 8×8’s communication APIs also grew, with a 39% increase in customer interactions across SMS, voice, and messaging apps. Notable new customers span sectors including higher education, retail, construction, and AI automation.

Recent product enhancements include real-time agent support tools, PCI-compliant self-service payments, multilingual chat summarization, and deeper social listening integration.

These updates aim to support more responsive and efficient customer engagement, while giving organizations broader visibility into the customer journey.