8x8 announced the launch of Smart Assist, an AI‑powered solution that embeds real‑time guidance, sentiment detection, and automated post‑call summaries directly into its Agent Workspace. The new tool is designed to reduce agent ramp time, lower after‑call work, and increase first‑contact resolution by providing in‑workflow actions and next‑best‑action recommendations.
Smart Assist delivers real‑time AI guidance that eliminates the need for agents to switch tabs, ensuring full context throughout customer interactions. The solution also offers automated post‑call summarizations and sentiment analysis, enabling teams to quickly identify issues, scale coaching, and capture insights for continuous improvement.
Early deployments of Smart Assist have cut agent onboarding time by 23%, although the fact‑check report does not disclose the number of customers involved or the baseline performance levels against which the improvement was measured.
Hunter Middleton, Chief Product Officer, said, “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.”
Smart Assist is a key component of 8x8’s broader Platform for CX strategy, which unifies contact center, unified communications, and CPaaS capabilities into a single AI‑native platform. The integration of AI directly into the agent workflow is intended to provide a more cohesive and efficient experience for businesses.
The competitive landscape for AI‑enabled contact center solutions is crowded, with rivals such as RingCentral, Dialpad, Five9, Genesys Cloud CX, and Nextiva also embedding AI features into their agent desktops. 8x8’s focus on real‑time guidance and sentiment analysis differentiates Smart Assist by offering a more seamless, context‑aware experience that reduces agent friction.
Industry data shows that AI adoption in contact centers is accelerating; a recent survey found that 62.7% of companies credit AI assistance with improving agent performance. 8x8’s Smart Assist positions the company to capture a share of this growing market by delivering tangible productivity gains to agents.
Financially, 8x8’s recent results highlight a focus on AI growth amid broader revenue challenges. Q3 FY2026 revenue reached $185.05 million, with a net income of $5.09 million, while Q4 FY2025 revenue was $177.0 million and the company reported a non‑GAAP operating margin of 10.0%. 8x8 is using these earnings to fund further AI development and platform expansion.
Smart Assist’s launch underscores 8x8’s commitment to AI‑driven contact center solutions and signals a strategic push to drive future revenue growth through enhanced agent productivity and customer satisfaction.
The content on EveryTicker is for informational purposes only and should not be construed as financial or investment advice. We are not financial advisors. Consult with a qualified professional before making any investment decisions. Any actions you take based on information from this site are solely at your own risk.