Contact Center and GenAI
Many of 8×8’s customers, and organizations in general, are trying to understand how to effectively implement AI, while still ensuring everything is safe and ethical. For many who have experimented with publicly available generative AI platforms, such as OpenAI, the results can be mixed or questionable. This is why it’s so important for organizations building generative AI engines to ensure the instructions, or prompts, for the creation of content or a graphic are clear and carefully managed to avoid embarrassing or incorrect automated AI responses.
In the contact center, the combination of generative AI and conversational AI often leads to better results as conversational AI is far more advanced in its readiness for contact center applications in terms of bounded responses and identifying the intent of the caller or user. However, we always recommend that organizations carefully examine the construction of the prompts used with generative AI in conjunction with conversational AI, allowing the organization to leverage AI while using a limited set of carefully worded instructions and user-provided data and documents that create boundaries around what the generative AI will introduce into the customer conversation. This will lead to better support, information, and an overall better experience for both customers and contact center agents.
8×8’s Products
8×8 Intelligent Customer Assistant Is a powerful, user-friendly conversational AI solution that enables businesses to create instant, effortless, and engaging self-service digital and voice experiences. 8×8 Intelligent Customer Assistant now supports human-like voice as well as digital interactions across multiple channels, regions, and languages to deliver automation and personalized experiences at scale.
The 8×8 Technology Partner Ecosystem is a program that allows customer-first organizations to enhance customer experience by deeply embedding cutting-edge technologies, including leading artificial intelligence (AI) capabilities, into the 8×8 platform with persistent data to enhance business intelligence, insights, and analytics. The 8×8 Technology Partner Ecosystem transforms customer experience and engagement by democratizing seamless, next-generation, native integrations for organizations of all sizes without requiring complex, custom development or exorbitant overhead costs that have traditionally only been feasible for the largest enterprises.
8×8 Engage is an AI-powered, tailored solution that enables cross-organization customer engagement for enhanced customer experiences, fostering loyalty and driving business success. Intentionally engineered to address the distinct needs of customer-facing employees outside of the contact center, who may need to be mobile when handling customer interactions, 8×8 Engage bridges an organization’s CX journey gaps and empowers this underserved user base with the right-fit tools and capabilities for delivering consistent, successful outcomes.
About 8×8
8×8 is a leading provider of integrated contact center, voice communications, video, chat, and SMS solutions built on one global cloud platform. 8×8 uniquely eliminates the silos across the entire organization to power the communications and customer engagement requirements of all employees globally as they work together to deliver differentiated customer experiences.
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