As customer expectations continue to rise and patience wears thinner, companies are under more pressure than ever to deliver seamless, personalized experiences quickly. 8x8, Inc.’s AI-powered customer experience (CX) platform is experiencing significant momentum as businesses across industries double down on smarter, more responsive ways to engage their customers.
At the heart of 8x8’s recent growth is a simple reality: customers no longer tolerate clunky systems or long wait times. They expect real-time responses, empathy, and convenience, and they’re voting with their loyalty. In response, more companies are turning to AI-driven solutions like 8x8’s to make that possible.
AI That’s Getting Used Fast
The adoption numbers say it all. 8x8’s Intelligent Customer Assistant, its virtual agent that uses AI to handle customer inquiries, saw a 62% increase in use over the past year, as of March 31, 2025. But that’s just the tip of the iceberg.
In Q4 of fiscal 2025 alone, the number of voice-based AI interactions exploded, growing more than 35 times year-over-year and now making up more than 75% of all AI interactions on the platform. That’s a huge shift, and it signals that businesses are moving beyond simple chatbots and embracing natural-sounding, voice-first AI.
Overall, digital and voice AI usage on the platform jumped by more than 260% compared to last year, underscoring how quickly organizations are leaning into automated yet human-like CX.
Why It’s Catching On: A Unified Experience That Just Works
What’s behind the growth? Much of it comes down to integration. 8x8 provides a single, cohesive platform that combines communications APIs, unified communications, and contact center functions. That makes it easier for companies to deliver consistent experiences across every touchpoint, whether it's a customer messaging support on WhatsApp, calling in with a billing question, or engaging through a video chat.
“Customers today don’t want to repeat themselves or bounce between departments,” said Hunter Middleton, Chief Product Officer at 8x8. “They want fast answers, from people (or AI) who get them. That’s what we’re building.”
Communication APIs See Big Jump in Messaging & Video Use
8x8’s communication APIs, which help businesses embed messaging, voice, or video into their apps and workflows, also saw significant growth. In Q4, the company reported a 39% year-over-year increase in API-driven customer interactions.
Use of messaging platforms like WhatsApp, Viber, Zalo, and LINE shot up by 213%, reflecting the shift to mobile-first, asynchronous customer service.
In a world where customers increasingly reach out through their favorite messaging apps instead of dialing a number, this growth shows that 8x8’s platform is evolving right alongside customer behavior.
From Hospitals to Car Dealerships: Who’s Using 8x8?
What’s especially notable about 8x8’s traction is the range of industries embracing it, from healthcare to real estate to education and beyond. Here’s a look at how organizations are putting the platform to work:
A group of over 50 auto dealerships in England deployed 8x8 with speech analytics and quality management features for 1,200 employees, aiming to fine-tune customer interactions and sales performance. Source: https://shorturl.at/arusr
Alongside growing adoption, 8x8 has been quietly shipping new features designed to help agents work smarter and help customers feel more understood.
Custom transcription dictionaries now let admins teach the system company-specific or industry jargon, improving accuracy in call summaries and voice recognition. AI chat summarization and auto-compose tools enable agents to quickly draft follow-up messages or summarize lengthy conversations, with tone presets like “professional,” “empathetic,” or “casual.”
AI Agent Boost, embedded right into the agent’s dashboard, offers real-time suggestions and contextual info mid-conversation, cutting response time and stress. Post-call insights via tools like 8x8 Engage and Conversation IQ offer deep dive analytics, such as sentiment analysis and keyword tracking, pulled automatically from recordings or transcripts.
8x8’s leadership is quick to point out that while AI is fueling much of this momentum, the real endgame is customer loyalty.
“Today’s consumers are flooded with choices,” said Middleton. “They remember experiences that are effortless, helpful, and human, even if AI is driving the interaction. That’s what we’re enabling. This isn’t just about flashy tech. It’s about delivering outcomes that matter.”
With AI-driven customer service moving from buzzword to baseline, 8x8’s platform appears to be hitting its stride at exactly the right time. By fusing communications, contact center tools, and intelligent automation into one ecosystem, the company is helping organizations of all sizes reimagine how they serve and retain their customers.
