8x8 has released platform updates that bring AI-powered routing, agent deployment, and workforce management to the entire organization, not just the contact center. Customer support teams can now connect customers to experts anywhere in the company, deploy AI agents without new infrastructure, and get improved forecasting at no additional cost.
"We're not asking organizations to adopt a new platform or a new vendor," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "8x8 Pulse captures intelligence from conversations already happening. 8x8 AI Studio builds on phone systems already in place. 8x8 AI Routing connects customers to experts already inside the organization. This is AI that meets businesses where they are, and makes everything they already do smarter."
Intelligent routing connects customers to the right person, anywhere in the company
The new 8x8 AI Routing dynamically matches every customer to the best available expert, not just agents sitting in the contact center, a shift that directly impacts AI for Customer Support. The system uses AI to analyze interaction data - transcripts, sentiment, and historical patterns - to build and suggest skill configurations so teams can start routing effectively from day one.
Meanwhile, 8x8 Pulse captures every call, meeting, email, and support interaction as governed company memory. Customer support teams can access full context from previous interactions, even if those conversations originated in other departments, preventing intelligence from disappearing after a call ends.
AI agents can be deployed in minutes, not months
8x8 AI Studio now supports multiple AI models, voice-powered agent building, and one-click connectors to 11 third-party business tools. This allows customer support teams to deploy AI agents quickly without adding new vendors or custom development work. The new 8x8 App Store also offers self-serve capability extensions. These updates reflect how AI Agents & Automation are becoming more accessible to support teams that lack deep technical resources.
Workforce management improvements at no extra cost
For 8x8 Contact Center customers, the latest release includes forecasting and scheduling improvements within 8x8 Workforce Management (WFM) at no additional charge. Support leaders can now plan staffing more accurately and adjust schedules based on predicted interaction volumes without a separate budget line.
Why this matters for customer support teams
Customer support leaders often face a gap between the contact center and the rest of the organization. The 8x8 AI Routing feature bridges that gap by tapping into experts in HR, billing, or technical teams who sit outside the support department. Instead of escalating or transferring, a customer can be routed directly to the person best equipped to resolve the issue on the first contact. Meanwhile, the ability to deploy AI agents without new infrastructure gives support teams a faster path to automating common inquiries, and the zero-cost WFM upgrades mean better staffing without budget approval. These capabilities are available on the existing platform, which reduces the friction of adopting new AI tools.
For a full breakdown of recent updates, visit the 8x8 release highlights page.
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