8x8 unveils Smart Assist to boost AI contact centres

8x8 has launched Smart Assist, an AI tool within its contact centre software that provides agents with real-time prompts and automated after-call summaries.

The product runs inside 8x8 Agent Workspace, the interface agents use to manage customer interactions. Smart Assist is intended to guide agents during live conversations and reduce routine tasks once an interaction ends.

Contact centres are increasing investment in AI as organisations look to shorten handling times and deliver more consistent service. Many teams also want to reduce training time for new starters while maintaining quality across phone, chat, and other channels.

Smart Assist offers in-workflow guidance and "next-best actions" during customer contacts. It also generates post-call summaries to reduce manual note-taking and wrap-up work after each interaction.

Inside the workflow

8x8 positioned Smart Assist as a way to reduce the need for agents to move between multiple screens during customer conversations. The tool keeps context available as an interaction progresses, which can affect response time and accuracy.

"8x8 Smart Assist is built to solve real problems, not just to check the 'AI box'," said Hunter Middleton, Chief Product Officer at 8x8. "We're embedding AI where it actually makes a difference: directly into the agent workflow, eliminating the need for tab switching and ensuring full context throughout the customer interaction. With 8x8 Smart Assist, agents can onboard faster, reduce average handling times, increase first contact resolution, and drive better outcomes. Agents already have a tough job; the guidance provided by 8x8 Smart Assist supports agent confidence and increases job satisfaction."

8x8 also highlighted sentiment detection. In contact centre settings, sentiment tools typically assess language and tone during conversations and flag signals that may require an agent to change approach or escalate a case. 8x8 did not detail how sentiment is calculated or which channels are supported.

Early results

8x8 said early deployments cut agent onboarding time by 23%. It also reported improvements in resolution speed and customer satisfaction, but did not disclose how many customers were involved, the size of the deployments, or baseline performance levels.

Onboarding time has become a focal point for contact centre managers as employee turnover remains a concern across the sector. Reducing time to proficiency can lower training costs and improve staffing flexibility during periods of high demand.

After-call work is another target for many operations. Agents often need to document outcomes, update customer records, and set follow-up actions. Automated summaries can reduce time spent on these tasks, but they also raise questions about accuracy, compliance, and handling sensitive information.

Market context

Research firm Metrigy reported that 62.7% of companies credit AI assistance with improving agent performance. The firm has also tracked how teams reallocate time savings within customer service.

"When companies embed AI capabilities directly into the agent workflow, we see improvements across the board - in improved agent efficiency, elevated CSAT, more upsell revenue, and even lower turnover rates," said Robin Gareiss, Chief Executive Officer and Principal Analyst at Metrigy.

Gareiss continued, "By delivering real-time guidance, automated summaries, and next-best actions within the 8x8 Agent Workspace, agents resolve problems more quickly, opening the door for additional actions. For example, 63.8% of companies are applying the time saved toward acquiring more customer insights, and 43.4% are adding AI-guided upsell pitches during calls."

Across customer experience software, vendors are moving generative AI features into the agent desktop rather than offering separate tools. The aim is to make AI support available where agents work, which can influence adoption and reduce disruption during live interactions.

Platform strategy

8x8 said Smart Assist is part of its broader "Platform for CX" portfolio, which combines contact centre, unified communications, and communications APIs. 8x8 framed the launch as a step in its contact centre strategy, with more AI features delivered directly through the agent workspace.

Middleton said the focus is on practical changes to how agents work inside the workspace, rather than standalone AI tools.