Joel Sandi, 8X8
Joel Sandi - 8X8

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

Solution

Customer Experience

Conversational AI

Use Case

Account Management

Product Troubleshooting

Live Agent Support

Otto

Proven Results

65%

Auto-Resolution Rate

70%

Increase in Customer Experience Satisfaction

90%

First Contact Resolution Rate

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Self Service and Case Deflection

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.

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Continuous and Automated AI Learning

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

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Seamless Escalation to Live Agents

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

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.

8x8 Case Study