8x8 ICA uses AI to process digital and voice interactions, providing 24/7 support for customer and improving CX and EX.

The service can be used to Verify and Validate a caller and then transfer the call to an agent along with a summary of the AI interaction. Saving 1-2 minutes in some instances of the agent’s time per call.

And/ Or the AI can manage the entire interaction, reschedule appoints, amend customer details, resend documentation, process payments and send confirmation of changes to the customer.

Businesses have seen between 20 to 90 % of calls being processed by AI.