On November 20 2025, 8x8, Inc. announced the launch of a suite of AI‑driven features for its Platform for CX, designed to help customers resolve issues faster and personalize every interaction. The new capabilities include automated transcription, sentiment analysis, and real‑time agent assistance, all integrated into the existing contact‑center workflow.
The enhancements aim to reduce average handling time and improve first‑contact resolution rates, giving agents the tools they need to address customer needs more efficiently. Automated transcription turns spoken conversations into searchable text, while sentiment analysis flags emotional cues that can trigger proactive support. Real‑time agent assistance provides on‑screen suggestions and knowledge‑base references, allowing agents to resolve inquiries with fewer escalations.
This launch is part of 8x8’s broader AI strategy, which has seen a series of related announcements throughout 2025—including updates on August 7 and April 29. 8x8’s chief product officer, Hunter Middleton, said the new features “deliver speed, clarity, and personalization in every interaction” and that “AI doesn’t replace the human connection, it elevates it.” The company expects the enhancements to drive higher adoption of its platform and accelerate service‑revenue growth in the coming quarters.
By embedding AI directly into the platform, 8x8 positions itself to strengthen its competitive edge in the mid‑market and enterprise contact‑center space. The new tools are expected to boost customer satisfaction and retention, while also improving agent productivity and reducing operational costs.
No financial metrics were disclosed in the announcement, but the strategic focus on AI and unified CX solutions signals 8x8’s commitment to scaling its platform and capturing additional market share in a rapidly evolving contact‑center landscape.
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