As businesses accelerate their digital transformation with intelligent automation, omnichannel messaging, and AI-driven performance tools, 8×8, Inc. a global leader in business communications is witnessing remarkable momentum in AI adoption across its 8×8 Platform for CX. Companies are increasingly choosing 8×8 to simplify service operations, boost agent efficiency, and deliver faster, more personalized customer experiences with measurable outcomes.
In the second quarter of fiscal 2026, ending September 30, 2025, customer adoption of 8×8’s AI-powered solutions surged, with contracts for the 8×8 Intelligent Customer Assistant climbing 59% year-over-year.
AI Authority Trend: AI-Powered Solutions Drive Strong Customer Adoption in 8×8 CX Transformation
“AI is no longer a concept, it’s a customer expectation,” stated Hunter Middleton, Chief Product Officer at 8×8, Inc. “Organizations across industries are embracing our platform to improve response times, reduce manual effort, and unlock entirely new levels of service. What sets 8×8 apart is how deeply AI is woven into every layer of the platform – from voice and messaging APIs to contact center and collaboration – so our customers can move faster, serve smarter, and simplify operations without compromise.”
Accelerating AI-Powered Growth
Across industries, organizations are scaling their use of AI and communications APIs to deliver richer and faster customer experiences through the 8×8 Platform for CX. Customer contracts for 8×8 Intelligent Customer Assistant covering digital and voice self-service as well as AI auto attendants grew 59% year-over-year, fueling overall AI-driven experience expansion. Furthermore, AI interactions skyrocketed: digital, voice, and auto attendant engagements rose 167% year-over-year and nearly 40% quarter-over-quarter, while voice AI interactions increased 592%, now representing 81% of all AI engagements.
Similarly, AI auto attendant interactions powered by 8×8 Intelligent Directory jumped 181% quarter-over-quarter, reflecting strong enterprise demand for automated solutions.
Organizations also ramped up their use of 8×8 communication APIs across SMS, voice, and messaging apps. The total number of customer interactions grew 24% year-over-year, while SMS interactions rose 20%. Messaging interactions via WhatsApp, RCS, Viber, Zalo, and LINE saw a dramatic 181% annual increase, and voice interactions increased fivefold compared to FY25 Q2.
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Expanding Customer Base
8×8 continues to gain traction globally with new customers across diverse industries. Recent wins include a European healthcare provider using the 8×8 Platform for CX to boost team collaboration, a U.S. regional financial services provider leveraging 8×8 Conversational AI and 8×8 Voice for Microsoft Teams, and a global supply chain sustainability leader adopting 8×8 Work for its flexible worldwide operations.
AI-Focused Innovations Strengthen Platform Capabilities
Demonstrating its commitment to innovation, 8×8 launched several AI-powered enhancements in Q2 FY26:
- Native Transcription in 8×8 Work, enabling users to access AI-driven transcriptions directly in the platform.
- 8×8 Workforce Management, an intuitive tool automating forecasting, shift planning, and adherence tracking.
- Live Summarizations for Voice, which generates real-time conversation summaries to improve CRM documentation.
- Real-Time Active Calls Reporting, offering faster data access for better operational insights.
With these advancements, the 8×8 Platform for CX continues to unify contact center, communications, and APIs into a single intelligent ecosystem. By leveraging AI to enhance decision-making, optimize workflows, and elevate service quality, 8×8 empowers organizations to deliver smarter, faster, and more impactful customer experiences worldwide.
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