Business
8x8 Sees Surge in AI Adoption as Organizations Race to Deliver Faster, Smarter Customer Engagement
Voice-led AI, message growth, and platform innovation in Q2 FY26 highlight accelerating demand for intelligent, integrated CX at global scale CAMPBELL,
About this update from 8x8 Inc
[{"type":"text","content":"\nVoice-led AI, message growth, and platform innovation in Q2 FY26 highlight accelerating demand for intelligent, integrated CX at global scale\n\n CAMPBELL, Calif.--(BUSINESS WIRE)--\nAs organizations rapidly scale their use of intelligent automation, omnichannel messaging, and AI-powered performance tools, 8x8, Inc. (NASDAQ: EGHT), a leading global business communications platform provider, is seeing strong momentum in AI adoption across the 8x8 Platform for CX. From self-service to summarization, organizations are choosing 8x8 to simplify service operations, improve agent productivity, and deliver faster, more personalized customer experiences – with measurable results.\n\nCustomer adoption of 8x8’s AI-powered solutions continues to grow at pace, with 8x8 Intelligent Customer Assistant™ customer contracts increasing 59% year-over-year in the second quarter of fiscal 2026, which ended Sept. 30, 2025.\n\n\"AI is no longer a concept, it's a customer expectation,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “Organizations across industries are embracing our platform to improve response times, reduce manual effort, and unlock entirely new levels of service. What sets 8x8 apart is how deeply AI is woven into every layer of the platform – from voice and messaging APIs to contact center and collaboration – so our customers can move faster, serve smarter, and simplify operations without compromise.”\n\nAI-Powered Growth\n\nAcross industries, 8x8 customers are expanding their use of AI and communications APIs to deliver richer, faster customer experiences with the 8x8 Platform for CX:\n\n\nCustomer contracts for 8x8 Intelligent Customer Assistant for digital and voice self-service and AI auto attendants increased 59% year-over-year, helping to drive the overall growth in AI-based customer experience solutions.\n\n\n8x8 Intelligent Customer Assistant digital, voice and auto attendant AI interactions grew 167% year-over-year and nearly 40% quarter-over-quarter.\n\n\nVoice AI interactions increased 592% year-over-year, representing more than 81% of all AI interactions in FY26 Q2.\n\n\nAI auto attendant interactions powered by 8x8 Intelligent Directory increased over 181% quarter-over-quarter.\n\n\nOrganizations are increasingly using 8x8 communication APIs to engage customers across SMS, voice, and messaging apps:\n\n\nThe t...