AI & automation

Automate exchanges with customers

ICA (Intelligent Customer Assistant) is an AI conversational automation module integrated into the CCaaS 8x8 solution. It enables instant responses to common customer requests, in natural language, across all channels.

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Main features

Multi-channel voice and text processing

Natural language processing and understanding (NLP/NLU)

Smooth, supervised transfer to a human agent if necessary

Self-learning capability

Real-time translation into over 130 languages

Pre-integrated connectors for over 25 channels and applications

Ready-to-use models

Graphic script editing tools

Integrated analysis reports, customizable dashboards

Benefits for companies

Cost reduction

Fewer agents needed for simple tasks

Reduced waiting time

Immediate response 24/7

Enhanced customer experience

Less frustration, more responsiveness

Measurable performance

KPIs accessible from the 8x8 administration platform

A few examples of use

● Automated order tracking
● Appointment scheduling
● Intelligent voice FAQs
● Prequalify requests before forwarding