8×8 Launches Smart Assist for Real-Time Agent Guidance

8×8 has announced the launch of 8×8 Smart Assist.

The new AI-powered capability is said to deliver real-time guidance, dynamic workflows, and automated post-call summaries directly within the agent workspace.

Embedded into the 8×8 Agent Workspace, the solution is designed to streamline agent workflows, preserve interaction context, and support more efficient onboarding and day-to-day performance.

“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.

“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.”

Research cited by Metrigy indicates organizations embedding AI directly into agent workflows often report improvements in efficiency, customer satisfaction, and revenue opportunities.

“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, we allow agents to 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.”

According to the company, Smart Assist forms part of its broader Platform for CX strategy, which brings together contact centre, unified communications, and communications APIs within a single environment.

Author: Hannah Swankie

Reviewed by: Robyn Coppell