8x8 Launches Intelligent Customer Assistant
Conversational AI has changed the game for how customers get their questions and issues resolved. As the technology has vastly improved, consumers are quickly recognizing the benefits of convenience, accuracy, and simplicity that digital self-service can consistently provide. Because consumers are increasingly turning to this channel first with positive results, their preferences are shifting in favor of instant, effortless experiences. This means contact centers need to adjust how they’re approaching self-service to meet these new expectations and ensure customer success.
A vision for our customers
Our vision for a conversational AI solution meant taking a look at what our customers needed most. Recognizing that conversational AI has historically only been accessible to larger enterprise contact centers with deep pockets and vast internal resources to build and maintain successful automated experiences, we wanted to level the playing field and make these benefits accessible to contact centers of all sizes.
Our customers needed to gain the benefits of conversational AI without the complexity or price tag that traditionally has come with these kinds of solutions. Specifically, they needed access to a solution that offers ease of use, along with differentiated capabilities to deliver positive customer experiences while reducing operational costs.
Suffice it to say, we had some ideas about how we wanted to bring this to fruition for our customers.
Intelligent Customer Assistant has entered the chat.
Introducing 8x8 Intelligent Customer Assistant
8x8 Intelligent Customer Assistant is a powerful, user-friendly conversational AI solution that enables businesses to create simple to complex automated self-service experiences across channels. Intelligent Customer Assistant makes it possible to build highly scalable, always available experiences across multiple regions and languages.
Leveraging conversational AI and a plethora of integrations for advanced customization, Intelligent Customer Assistant delivers smart self-service to automatically handle customer requests. Using graphical scripting tools, a single chatbot can be built quickly and deployed instantly across any channel (i.e., WhatsApp, SMS, web chat, etc.) Marketplace and turnkey integrations with CRMs deliver endless customization options and highly personalized customer experiences.
Organizations can rely on the built-in, comprehensive analytics solution to provide actionable insights for true performance optimization. Visually stunning, customizable dashboards offer the ability to monitor and understand intent metrics, channel-specific data, and conversation insights to improve bot performance.
What’s more, Intelligent Customer Assistant can help eliminate blind transfers if an interaction needs to be passed to a live agent. Complete customer context and bot interaction details are delivered to the agent, empowering them to deliver personalized, frictionless experiences.
Key capabilities include:
- Graphical, click and add scripting tool makes it easy to design and manage dynamic customer experiences
- Conversation flows can be built once and applied to any channel, in any language
- Rapid deployment with out-of-box templates for simple to complex journeys
- Built-in, comprehensive reporting and analytics functionality
- NLU flags problem areas and presents recommendations for bot improvement
- Analysis of intent metrics and channel specific data for rich conversation insights
- Instant access to engaging conversations across multiple languages, on any digital channel
- Seamless handoff across channels, departments, specialized bots or live agents
- Pre-built integrations help maximize previous investments by supporting existing AI
- Flows can be built once to deploy bot solutions across voice and digital channels
Results within reach
8x8 Intelligent Customer Assistant helps to rebuild consumer trust in self-service through a highly effective, easy to use, proven solution. Utilizing the building blocks of conversational AI, as well as other leading AI engines such as Generative AI from OpenAI, Intelligent Customer Assistant addresses changing consumer expectations around fast, personalized service on their channel of choice.
8x8 Intelligent Customer Assistant makes it easy for organizations to easily design and readily meet their customers whenever, and wherever, and to deliver the most consistent self-service and support. Intelligent Customer Assistant provides tremendous value to your contact center operations and customer experiences in some of the following ways:
- Increase first contact resolution (FCR) with end-to-end automation for faster service and resolutions.
- Reduce agent workload and increase engagement as ICA handles routine, transactional tasks allowing agents to focus on more high touch, impactful service.
- Personalize customer interactions with pre-built integrations to CRMs and other systems.
- Empower managers with actionable insights to quickly make decisions to optimize bot performance and customer experiences.
- Free up IT resources as business users can easily manage on-going changes and updates with a user-friendly, graphical no-code designer.
