Feature
Customers are instantly paired with the most qualified expert for their issue, eliminating transfers and reducing the need to repeat themselves.
Replace complex manual IVR setups and expensive professional services with automated skills management for rapid time-to-value.
During busy periods, the system dynamically finds a capable agent rather than leaving customers stranded waiting for a perfect match that may not arrive.
Clear routing decisions, fast setup, and AI that keeps getting smarter for your customers.
Stop sending customers through a language lottery. Match every caller to the right agent in their language, every time.
Your VIP customers shouldn't wait like everyone else. Recognize your most valuable customers instantly and connect them to their assigned account manager.
Off-hours spikes don't have to mean long queues and frustrated customers. Progressive skill relaxation finds the most capable person to help so no one waits endlessly.
When a bot hits its limit, the conversation shouldn't start over. Transfer full interaction context to the best available expert so customers never have to repeat themselves.
8x8 Contact Center offers an AI-enabled omnichannel cloud solution, empowering agents and enhancing customer engagement across every channel
Empower teams outside the contact center with 8x8 Engage. Deliver seamless customer experiences using data-driven insights and automation.
Build conversational and agentic AI agents with a built-in AI Agent Builder, natively on the 8x8 Platform. No specialist developers, no separate infrastructure, no limits.
Everything you need to know about 8x8 AI Routing, answered simply
Connect every customer to the right expert, anywhere in your organization.
