For a whole variety of reasons – costs, labor shortages, customer demand and so on – customers are doing more work for themselves than ever before. They ferret out their own answers using a variety of media, from IVR-based telephone systems to websites to text messaging and email to social media and beyond. And since they’re doing a lot of their own work (i.e. and there is evidence that many customers prefer it that way), they probably deserve personal assistants...
Perhaps virtual assistants in the form of an intelligent chatbot.
Cloud contact center and unified communications platform provider 8x8, Inc. recently announced that its 8x8 Intelligent Customer Assistant has enabled organizations to enhance customer service experiences and significantly increase efficiencies in the contact center. Since its launch in March 2023, customers have been reporting greater than 70% first-contact resolution rates using the AI-powered service, and interactions with the 8x8 Intelligent Customer Assistant increased over 50% from the previous quarter. Delivered as part of its 8x8 Contact Center, the 8x8 Intelligent Customer Assistant is a user-friendly conversational AI solution that enables businesses to create simple-to-complex self-service experiences across digital and voice channels. The solution provides enhanced experiences for both contact center agents and their customers, users have reported.
“By implementing a chatbot, we wanted to be able to support our customers not just during our core operating hours, but every hour of every day,” said Rebecca Gordon, Digital Lead at Westminster City Council, a user of the solution. “8x8 Intelligent Customer Assistant seamlessly integrated into our contact center and has demonstrated a first-contact resolution success rate of 80% on average, sometimes even reaching 100%. It serves not as a replacement for our existing contact center and agents, but as a real enhancement to our efforts and the overall customer experience.”
8x8 Intelligent Customer Assistant provides graphical orchestration capabilities that allow enterprises to build highly scalable, always available, consistent experiences across multiple regions, channels and languages, with very little extra effort. 8x8 customers experience fast time to value as bots are deployed and running within four to six weeks, on average, said the company.
Edited by
Alex Passett
