Business
8x8 Introduces AI Routing: Reimagined Intelligent Customer Routing, Built for the Entire Organization
8x8 Introduces AI Routing: Reimagined Intelligent Customer Routing, Built for the Entire
About this update from 8x8 Inc
Most interaction routing systems don't actually route. They queue. Agents are assigned based on skills entered manually, updated rarely, and calibrated to who's available, not who's actually best suited to help a specific customer in a specific moment. When the right expert sits outside the contact center, in billing, customer success, or a technical team, the customer gets bounced, transferred again, or lost entirely.8x8, Inc. (NASDAQ: EGHT), a leading global business communications platform provider, is setting a new standard with the introduction of 8x8 AI Routing, an organization-wide intelligent routing engine that dynamically matches every customer to the best available resource, regardless of where they sit, in real time.Unlike legacy, often rigid, skills-based routing systems that have been the industry standard for decades, 8x8 AI Routing functions as a platform-level service. Designed to identify the right resource for each interaction, whether that's a contact center agent on 8x8 Contact Center, a subject matter expert on 8x8 Engage, or a back-office employee on 8x8 Work, 8x8 AI Routing delivers across any channel, at scale, through a single customer interaction routing layer.“AI-powered routing has long promised a lot, but vendors have largely failed to address one key challenge: automatically assigning and maintaining agent skills and proficiency levels. Using interaction transcripts, previous history, sentiment and other real-time factors, 8x8 AI Routing analyzes data, suggests skills and skill levels for each agent, and lets administrators accept or adjust those assignments. The routing engine reanalyzes the data to recommend additional skill or level changes based on the agent’s actual work, again for admin review,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. “What is even more powerful is that 8x8 can evaluate each inbound interaction and determine who — across the entire enterprise, not just the contact center — is best equipped to resolve the customer’s intent.”Every decision, explainedEvery interaction is evaluated across several real-time factors and matched to the right resource instantly. When the best match isn't immediately available, the system adjusts automatically, keeping customers moving forward without transfers, delays, or dead ends.8x8 AI Routing puts supervisors in control from day one...