8x8 AI Studio Now Supports OpenAI's GPT Realtime 2 for Voice Agents
8x8 has added OpenAI's GPT Realtime 2 to its AI Studio platform, giving customer support teams running live voice agents access to more reliable automation. The update is available now in early access, with existing agents remaining on their current configuration until teams opt in.
The shift addresses concrete failure points that frustrate customers: agents that can't retrieve account information, dropped transfers, and conversations that lose context mid-stream. GPT Realtime 2 brings GPT-5-class reasoning and a 128,000-token context window, allowing agents to track longer, more complex interactions without dropping details.
Better tool calling and transcription
The model improves at tool calling - the ability to reliably execute multi-step requests like account verification, inventory checks, and case escalation. Support supervisors reviewing interactions will see fewer lookup failures, missed transfers, and incomplete bookings.
All voice sessions now default to Realtime-Whisper, OpenAI's latest transcription model. Call logs and live advisor interfaces show cleaner records without requiring configuration changes. Accurate transcription means supervisors can review what customers actually said, and agents picking up conversations have the full picture.
Control over reasoning effort
8x8 AI Studio introduces per-agent reasoning effort controls. Most customer interactions work at the standard setting. Teams handling complex, tool-heavy workflows can increase reasoning effort when needed, trading faster response times for more thorough thinking.
When switching models in the agent editor, the system automatically substitutes a compatible voice if needed and logs the change without interrupting workflows.
Hunter Middleton, Chief Product Officer at 8x8, said: "When a voice agent conversation doesn't go as planned - it can't pull up the account, drops the transfer, loses the thread - the customer feels it immediately. This update targets these failure modes that matter in live customer interactions."
Support teams working with AI for Customer Support and Speech-To-Text applications can access the 8x8 AI Studio user guide at docs.8x8.studio or contact their account team for implementation details.
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