8x8 Is Embracing AI – Here’s How You Benefit

A few months ago, 8x8 announced that it was integrating AI across its cloud contact centre products. This includes bringing OpenAI’s Whisper model to its XCaaS platform. This is an enormously exciting development and Reliance Communications is here to help you take full advantage of the power that AI will bring to your communications. 

By taking advantage of the AI-powered features in the 8x8 product suite, you’ll be able to build better customer journeys, further enhance your team’s productivity, and get the insights into your communications environment and real analytics data that will allow you to make better and more strategic decisions. 

8x8’s AI pillars explained

The new AI-powered capabilities that you’ll be able to access are as follows:

Voice recording like never before – automated analysis & reports, accurate & cost effective.

Voice recording is a powerful management tool utilised for quality assurance, training and customer service. The problem has always been the manpower required to analyse the recordings. It is impractical and expensive to manually review every recording and so the usual practice is to just take core samples. 

Let’s consider ChatGPT for a moment. ChatGPT has been rapidly adopted to automate many arduous tasks, thereby accelerating productivity and results. As such, ChatGPT has been readily adopted.

Reliance 8x8 similarly utilises artificial intelligence for business communications management.

Reliance 8x8 does all of the arduous work and makes the impossible possible. Reliance 8x8 listens to every minute of every call, analyses and rates the call content and provides accurate reports. The ratings are by sentiment, keyword search and more. , Problems can be flagged in real-time and supervisors alerted immediately and automatically. It is like never before.

Reliance 8x8 AI benefits include improved customer service, staff efficiency and profitability.

Reliance 8x8 AI is a generation ahead in maximising your call recordings.

Some people are hesitant to look at AI, assuming that the technology is complex or getting started would be a major IT project. In actual fact, the Reliance Communications team make it simple and can get you started with it right away.

Don’t wait – get started on the benefits of AI in your contact centre today

8x8 Intelligent Customer Assistant: A powerful but also user-friendly conversational AI solution that you can implement into your 8x8 Contact Centre, this tool empowers businesses to build self-service experiences across all channels.

Features of 8x8 Intelligent Customer Assistant include:

• Deliver smart self-service to automatically handle customer requests through natural, conversational experiences.

• Utilise graphical scripting tools, enabling a single chatbot to be built quickly and deployed instantly across any channel (i.e., SMS, WhatsApp, web chat, etc.).

• Build conversation flows once that can be applied to any channel, in 100+ languages.

• Capture reliable, actionable insights for true performance optimisation via the built-in, comprehensive analytics solution.

• Eliminate blind transfers with customer context and bot interaction details delivered to a live agent, empowering them to deliver more personalised, frictionless experiences.

• Leverage turnkey integrations with CRM systems and other enterprise applications or connect with leading generative AI engines such as OpenAI, all accessible from a simple app ecosystem.

8x8 Supervisor Workspace: This platform brings together analytics, performance management and team admin capabilities to a single interface. It will help your contact centre leads run a tighter, more accountable, and more effective ship, with features including:

• AI-driven decision intelligence, assistance, and guidance presenting supervisors with coaching and performance recommendations to improve speed to correction and drive superior performance in the contact centre.

• Personalised environments, all with simple clicks, based upon individual needs and priorities, transforming how contact centre leaders can manage teams and make decisions.

• Ability to create multiple workspaces, making it easier to switch roles and responsibilities quickly to increase efficiency and become more agile in meeting business demands.

• User-friendly design and out of the box role-based templates that accelerate on-boarding and allow supervisors to quickly ramp up.

• Single pane of glass for all contact centre insights and operations, including seamless integration with third-party applications and data from WFM, CRM, and BI tools.



What does all this mean for my business?

AI offers a major boost to the performance of any cloud contact centre. Conversational AI improves revenue by 20.7 percent, customer satisfaction by 26.7 per cent, and productivity by 22.7 per cent.

AI won’t – and can’t – replace your people. However, what it does do is enhance performance and help your team deliver superior customer experiences. Just some of the benefits that you’ll derive almost instantly from adopting AI include:

• Better personalisation: AI in contact centres can provide personalised and efficient customer experiences. Chatbots and virtual assistants can handle routine inquiries and provide instant responses, reducing waiting times and improving customer satisfaction. And then, when a customer has a more complex need, your team will be able to dedicate greater resources to support them.

• Faster response times: AI systems can analyse and understand customer inquiries quickly, providing immediate and accurate responses. This reduces the time customers spend waiting for a human agent and improves overall response times.

• Increased efficiency: AI tools can automate repetitive and manual tasks, such as call routing, data entry, and customer information retrieval. This allows human agents to focus on more complex and value-added activities, improving their productivity and efficiency.

• Enhanced self-service options: AI-driven self-service options empower customers to find solutions to their problems independently. Interactive voice response (IVR) systems and AI-powered knowledge bases enable customers to access information and resolve basic issues without the need for human assistance, improving efficiency for both customers and contact centre operations.

• Data-driven insights: AI can analyse large volumes of customer data, including call recordings, chat transcripts, and customer feedback, to extract valuable insights. These insights can be used to identify trends, customer preferences, and areas for improvement, enabling contact centres to make data-driven decisions to enhance their operations and services.

• Scalability and flexibility: AI systems can easily scale up or down based on customer demand. Whether there is a sudden surge in inquiries or a need to handle peak periods, AI-powered solutions can adapt quickly, ensuring a seamless customer experience without the constraints of physical resources.

• Continuous learning and improvement: AI algorithms can learn from each customer interaction, improving their accuracy and effectiveness over time. As more data is processed, AI systems can refine their understanding of customer needs, enabling them to provide increasingly accurate and tailored responses.