8x8

Achieved a 65% improvement in auto-resolution of support requests and boosted customer satisfaction

Success Metrics

As a service provider to businesses ranging from mom-and-pop shops to global enterprises, 8×8 is always looking for ways to innovate our customer service experience, and Aisera is a critical part of that. Their Conversational AI empowers us to auto-resolve support request in seconds, and our customers love how quickly they can get answers to get on with their business. Aisera’s AI Customer Service solution is game-changing.

Joel Sandi | Sr. Manager, Customer Support Operations

8x8 Use Cases

8×8 now offers company-wide self-service for rapid resolutions for common issues and a high degree of cases being automatically resolved leads to higher agent productivity.

Aisera’s continuous AI learning becomes even more accurate and better suited to company issues over time, without the need for supervision or retraining.

When the system is unable to auto-resolve an issue, users may immediately engage with a live support agent to assist them in fully addressing their issue.

Digitally Scale Your Support Team

As 8×8 continues to grow its customer base, improving customer experience is top of mind. With high customer service requests and service desk costs straining the company, service desk agents were overwhelmed with support requests, case volumes, and limited self-service capabilities. Their goal was to scale the customer support team and automate customer service to customer self-service resolutions while reducing operational costs and boosting customer experience. 8×8 needed to improve agent productivity and decrease the number of chats handled by live agents on their Virtual Contact Center (VCC), so they reached out to Aisera to help scale their customer support.

Aisera added robust self-service functionality with a conversational interface to 8×8’s VCC so customers could immediately find the answers that they need. By implementing Aisera’s AI Customer Service solution, 8×8 was able to deploy “Otto,” an Aisera-powered Virtual Assistant to leverage existing resources to automate and enable self-service to take over and handle many of the mundane tasks and cases of support agents. 8×8 realized more than a 60 percent decrease in case volume and a 50 percent increase in agent productivity.

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