Friday, February 20, 2026
8x8, Inc., a global leader in business communications platforms, has introduced 8x8 Smart Assist, an advanced AI-powered solution designed to improve contact center efficiency, enhance customer experiences, and boost agent performance. By integrating real-time guidance, intelligent workflows, and automation directly into the agent workspace, the company aims to help organizations resolve customer issues faster, reduce operational friction, and deliver more consistent support outcomes.
As customer expectations continue to rise, contact centers face increasing pressure to provide faster resolutions while maintaining service quality. Therefore, 8x8 Smart Assist empowers agents with real-time AI-driven assistance that simplifies workflows and eliminates unnecessary manual tasks. As a result, agents can focus more on meaningful customer interactions rather than administrative work.
Notably, 8x8 embedded Smart Assist directly into the 8x8 Agent Workspace, ensuring agents receive guidance within their existing workflow. Consequently, this integration removes the need to switch between multiple applications, which often slows down response times and increases errors. Instead, agents gain instant access to contextual insights, recommended actions, and automated workflows that help them perform more efficiently from their first day on the job.
“8x8 Smart Assist is built to solve real problems, not just to check the ‘AI box’,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “We’re embedding AI where it actually makes a difference: directly into the agent workflow, eliminating the need for tab switching and ensuring full context throughout the customer interaction. With 8x8 Smart Assist, agents can onboard faster, reduce average handling times, increase first contact resolution, and drive better outcomes. Agents already have a tough job; the guidance provided by 8x8 Smart Assist supports agent confidence and increases job satisfaction.”
In addition, Smart Assist automates repetitive processes, which reduces after-call work and minimizes errors. By streamlining post-call tasks such as summarization and follow-ups, agents can dedicate more time to resolving customer issues quickly and effectively.
Moreover, customer support teams must balance efficiency with consistency, especially as interactions grow more complex. According to a recent Metrigy report, 62.7% of organizations reported improved agent performance after implementing AI-driven assistance. This trend highlights the growing importance of AI in modern contact centers.
8x8 Smart Assist addresses these needs by delivering real-time sentiment analysis, automated summaries, and dynamic guidance during live interactions. Consequently, agents can better understand customer intent, respond accurately, and resolve problems faster. Furthermore, managers can scale coaching efforts more effectively using AI-generated insights.
“When companies embed AI capabilities directly into the agent workflow, we see improvements across the board – in improved agent efficiency, elevated CSAT, more upsell revenue, and even lower turnover rates,” said Robin Gareiss, Chief Executive Officer and Principal Analyst at Metrigy. “By delivering real-time guidance, automated summaries, and next-best actions within the 8x8 Agent Workspace, agents resolve problems more quickly, opening the door for additional actions. For example, 63.8% of companies are applying the time saved toward acquiring more customer insights, and 43.4% are adding AI-guided upsell pitches during calls.”
As businesses continue adopting AI-driven communication tools, solutions like 8x8 Smart Assist play a crucial role in improving operational efficiency and customer satisfaction. By providing real-time support, intelligent automation, and actionable insights, 8x8 enables organizations to enhance agent performance while maintaining high-quality customer experiences.
Ultimately, this launch reflects 8x8’s commitment to innovation and its focus on helping businesses modernize their contact centers. By combining AI intelligence with seamless workflow integration, 8x8 Smart Assist allows organizations to resolve customer issues faster, improve agent confidence, and deliver consistent, high-quality customer engagement in today’s competitive digital landscape.
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