{"id":938305,"date":"2026-02-19T13:29:51","date_gmt":"2026-02-19T18:29:51","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/8x8-smart-assist-helps-contact-centers-resolve-faster-deliver-more-consistent-cx-and-increase-agent-satisfaction\/"},"modified":"2026-02-19T13:29:51","modified_gmt":"2026-02-19T18:29:51","slug":"8x8-smart-assist-helps-contact-centers-resolve-faster-deliver-more-consistent-cx-and-increase-agent-satisfaction","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/8x8-smart-assist-helps-contact-centers-resolve-faster-deliver-more-consistent-cx-and-increase-agent-satisfaction\/","title":{"rendered":"8×8 Smart Assist Helps Contact Centers Resolve Faster, Deliver More Consistent CX, and Increase Agent Satisfaction"},"content":{"rendered":"

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8×8 Smart Assist Helps Contact Centers Resolve Faster, Deliver More Consistent CX, and Increase Agent Satisfaction<\/b><\/p>\n

Real Time AI Guidance, Automated Summaries, and In-Workflow Actions Inside 8×8 Agent Workspace Reduce Ramp Agent Time and After-Call Work<\/i><\/p>\n

CAMPBELL, Calif.–(BUSINESS WIRE<\/a>)–
\nContact centers using real time AI-guided workflows are resolving issues faster, reducing after-call work, and delivering more consistent customer experiences. To help organizations achieve these outcomes at scale, 8×8, Inc.<\/a> (NASDAQ: EGHT), a leading global business communications platform provider, has launched 8×8 Smart Assist<\/a>, an AI-powered solution that brings real-time guidance, dynamic workflows, and intelligent automation directly into the agent\u2019s contact center experience, resulting in faster resolutions, less after-call work and fewer errors.<\/p>\n

Automation that reduces agent effort<\/b><\/p>\n

\nEmbedded directly in the 8×8 Agent Workspace<\/a>, 8×8 Smart Assist eliminates workflow friction and empowers every agent to perform at their best from day one.<\/p>\n

\n\u201c8×8 Smart Assist is built to solve real problems, not just to check the \u2018AI box\u2019,\u201d said Hunter Middleton<\/a>, Chief Product Officer at 8×8, Inc. \u201cWe\u2019re 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 8×8 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 8×8 Smart Assist supports agent confidence and increases job satisfaction.\u201d<\/p>\n

Helping customers get answers faster<\/b><\/p>\n

\nCustomer support organizations are being asked to do more with less \u2013 shorten time to resolution, improve consistency, and protect quality as interactions become more complex. A Metrigy report found that 62.7% of companies credit AI assistance with improving agent performance. 8×8 Smart Assist helps meet that demand by providing real-time guidance, sentiment detection, and intelligent post-call summarizations \u2013 enabling teams to reduce errors, speed up resolution, and scale coaching more efficiently.<\/p>\n

\n\u201cWhen companies embed AI capabilities directly into the agent workflow, we see improvements across the board \u2013 in improved agent efficiency, elevated CSAT, more upsell revenue, and even lower turnover rates,\u201d said Robin Gareiss, Chief Executive Officer and Principal Analyst at Metrigy. \u201cBy delivering real-time guidance, automated summaries, and next-best actions within the 8×8 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.\u201d<\/p>\n

Outcomes Enabled by 8×8 Smart Assist<\/b><\/p>\n