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 communications 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 every layer from unified communications to contact centre and CPaaS capabilities, enabling companies to deliver smarter, faster, more personalised customer journeys while improving agent productivity.
As organisations increasingly prioritise digital transformation and intelligent automation, the surge in AI adoption 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.
Explore IT Tech News for the latest advancements in Information Technology & insightful updates from industry experts!
News Source: Businesswire.com