8×8, the industry’s most integrated platform provider for customer experience (CX), is fast-tracking the next phase of AI-powered engagement by expanding intelligent automation across its platform. By unifying contact center, unified communications, and communications APIs into a single, AI-enabled platform, the 8×8 Platform for CX empowers organizations to deliver personalized service, improve efficiency, and drive smarter collaboration.
Customer adoption of 8×8’s AI-powered solutions continues to grow at pace, with 8×8 Intelligent Customer Assistant™ customer contracts increasing 75% year-over-year in the first quarter of fiscal 2026, which ended June 30, 2025.
“We’re entering a new era of customer experience – one where AI doesn’t replace the human connection, it elevates it,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “Our platform delivers AI that’s usable, flexible, and proven. The 8×8 Platform for CX helps teams work smarter, serve faster, and deliver real results. These momentum metrics show more than growing customer engagement; they’re validation of our customer-first approach to innovation.”
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AI Adoption Momentum
As of Q1 FY26, customers are accelerating their use of AI across the 8×8 Platform for CX:
- Customer contracts for 8×8 Intelligent Customer Assistant for digital and voice self-service and AI auto attendants increased 75% year-over-year, helping to drive the overall growth in AI-based customer experience solutions.
- 8×8 Intelligent Customer Assistant digital, voice and auto attendant AI interactions grew 150% year-over-year.
- Voice AI interactions increased 7X year-over-year, representing more than three quarters of all AI interactions in FY26 Q1.
- AI auto attendant interactions powered by 8×8 Intelligent Directory increased over 21X quarter-over-quarter.
API Growth Driving Multi-Channel Engagement
Organizations are also increasingly using 8×8 communication APIs to engage customers across SMS, voice, and messaging apps:
- The total number of 8×8 communication API customer interactions in the first quarter grew over 39% across messaging, voice, and video channels, compared to FY25 Q1.
- SMS interactions grew over 35% year-over-year from FY25 Q1 to FY26 Q1.
- 8×8 communication API messaging interactions, such as WhatsApp, RCS, Viber, Zalo, and LINE, increased more than 220% year-over-year from FY25 Q1 to FY25 Q1 and 55% quarter-over-quarter.
SOURCE: Businesswire