Communications platform provider 8×8 made several announcements today designed to bring AI-based innovation to their customers and prospects, primarily organizations with under 10,000 employees.
Some of the enhancements – highlighted in the graphic – are in my CX sweet spot, so I will focus on those here.
8×8 Intelligent Customer Assistant
Conversational AI, the term for technology underpinning chatbots or virtual agents, has been around since the 1960s, when ELIZA was built at MIT. It is only in the last decade that the cost of the technology and computing power required to achieve natural language processing dropped to the point where it became feasible to begin using chatbots in customer support.