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This year has been the year to deliver large-scale AI solutions, with technologies from OpenAI and Google in the spotlight in recent months. In addition to the public-facing conversational tools, many organizations are beginning to adopt artificial intelligence in an effort to improve employee productivity.
Integrated cloud communications platform provider 8×8 is the next company to jump on the bandwagon, and this time it wants to boost customer service.
The company has now launched a few artificial intelligence tools aimed at both customers and the employees behind customer service, in addition to platform-wide integration with OpenAI – the company behind ChatGPT.
8×8 artificial intelligence assistants
Robin Gareiss, the 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%.
“Transforming to an AI-powered contact center is no longer a luxury; it is a necessity for companies that want to provide an excellent customer experience and gain competitive advantage,” explains Gareiss.
The company’s first tool – 8×8 Intelligent Customer Assistant – is designed as an easy-to-use conversational AI for self-service customer service. Examples of the tool include being able to automatically handle customer requests, implementation in various communication services such as WhatsApp and capturing insights for performance optimization.
The Intelligent Customer Assistant can also share details with live agents to address blind transfers.
The second product – 8×8 Supervisor Workspace – combines analytics, performance management and team management capabilities. It is designed to help businesses solve customer experience issues and increase efficiency.
In addition, OpenAI integration is available on the 8×8 XCaaS platform, with things like transcription, translation, and summaries.
With artificial intelligence booming this year, companies of all sizes are starting to refine their search for online productivity tools in terms of AI capabilities.
