8x8 Brings AI Conversation Intelligence and Routing Across the Entire Enterprise

8x8 has expanded its AI tools to serve teams across the wider business, moving beyond the contact centre into employee communications, operations, and customer-facing functions. The update adds conversation intelligence, expert routing, automation, and workforce management to a single platform, with no new infrastructure or additional vendors required.

The expansion addresses a gap identified in McKinsey research cited by 8x8: while 88% of organizations use AI in at least one business function, nearly two-thirds have not yet started scaling it enterprise-wide.

New products in the release:

• 8x8 Pulse: Captures data from calls, meetings, emails, and support interactions into a shared organizational record, so intelligence is not siloed within individual teams after an interaction ends.
• 8x8 AI Routing: Directs customers to the most suitable expert across the organization using interaction data including transcripts, sentiment, and historical patterns.
• 8x8 AI Studio: Now supports multiple AI models, voice-based agent building, and one-click connectors to 11 third-party tools. Teams can deploy AI agents in minutes through a new self-service app store.
• 8x8 Resolve: Brings incident and emergency alerting into the same everyday communications channel, reducing reliance on separate tools for urgent situations.

Hunter Middleton, Chief Product Officer at 8x8, said the tools are built to extend existing systems. "This is AI that meets businesses where they are, and makes everything they already do smarter," Middleton said.

Key takeaways:

• 8x8 extends AI tools enterprise-wide with no new infrastructure, vendors, or professional services required
• 8x8 Pulse creates a shared intelligence record across calls, meetings, and emails for the whole organization
• McKinsey data: 88% of orgs use AI somewhere, but nearly two-thirds have not scaled it
• New tools cover routing, workforce management, incident alerting, and multi-model AI agent building

Read the full article on IT Brief Australia