8x8 Introduces AI Routing to Dynamically Match Customers to the Best Expert Across the Entire Organization

Product / Tech
โดย Business Wire·Read original
Summary · why it matters

8x8 has introduced 8x8 AI Routing, an organization-wide intelligent routing engine that dynamically matches every customer to the best available resource in real time, regardless of where that person sits in the business. Unlike legacy skills-based routing systems, 8x8 AI Routing functions as a platform-level service that can identify the right resource across 8x8 Contact Center, 8x8 Engage, and 8x8 Work, delivering across any channel at scale through a single customer interaction routing layer. The system automatically builds and maintains skills from real-time and historical data, including interaction transcripts and sentiment, and suggests skill configurations for administrator approval. It evaluates each inbound interaction across multiple real-time factors and provides exportable audit trails with confidence scores and rationale for every routing decision. 8x8 AI Routing is available now for select customers and will be showcased at Customer Contact Week in Las Vegas.

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8x8 Inc Common Stock
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8x8 introduces AI Routing, a new product feature that enhances its contact center platform.

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