The AI adoption trend in customer experience (CX) is growing rapidly. According to 8×8, Inc., organizations are turning to its “8×8 Platform for CX” to deliver faster. They are also turning to smarter customer engagement and streamlining operations.
In the company’s second quarter of fiscal 2026, contracts for the “8×8 Intelligent Customer Assistant” rose by 59% year-over-year. This demonstrates how AI adoption is now less of a novelty and more of an expectation for customer-facing businesses.
Additionally, 8×8 reported that AI interactions through digital and voice channels increased by 167% year-over-year. AI interactions that are voice-driven only went up by 592% year-over-year, accounting for more than 81% of all AI interactions in that quarter.
Additionally, omnichannel c ommunications via APIs gained momentum. The number of 8×8 communication API interactions across messaging, voice, and video rose over 24% from the previous year. Messaging interactions through platforms like WhatsApp, RCS, Viber, Zalo, and LINE jumped more than 181% year-over-year.
Several noteworthy customers signed on during Q2 FY26, including a major European healthcare provider, a large UK non-profit, a U.S. regional financial services firm, and a global supply-chain leader. These wins highlight how the 8×8 Platform for CX serves diverse industries and geographies.
Driving Artificial Intelligence Adoption in CX
In Q2, 8×8 made several innovative moves to extend the use of AI in a very convincing manner. One of the examples is the native transcription features in its “8×8 Conversation IQ” platform that currently makes documentation and coaching insight generation real-time.
Also, a new Workforce Management module automates forecasting, shift planning, and real-time adherence tracking, reducing manual effort and enabling operational efficiency.
Moreover, its live summarization feature for voice interactions now creates concise summaries automatically, improving handoffs and CRM documentation.
In short, 8×8 is embedding AI at
As organisations increasingly prioritise digital transformation and intelligent automation, the surge in AI adopti on in CX signals that technology is evolving from optional to essential. With 8×8’s momentum, enterprises can expect to streamline service operations and differentiate customer engagement.
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News Source: Businesswire.com
