8x8, Inc. is doubling down on AI to redefine how organizations deliver customer experiences. In Q1 of fiscal 2026, the company reported massive year-over-year gains in AI adoption, particularly in voice automation, digital self-service, and API-driven engagement—all underpinned by its unified 8x8® Platform for CX.

By combining contact center, unified communications, and communication APIs into a single AI-enabled ecosystem, 8x8 is fast-tracking its goal to deliver more intelligent, integrated, and personalized customer interactions at scale.

AI That Augments, Not Replaces

“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 8x8. That philosophy is clearly resonating: customer contracts for 8x8 Intelligent Customer Assistant™ jumped 75% YoY, with AI interactions growing even faster.

In Q1 FY26 alone:

• Voice AI interactions surged 7X year-over-year, now making up 75%+ of all AI activity

• Digital and AI auto attendant interactions spiked 150% YoY

• Auto attendant interactions via the 8x8 Intelligent Directory grew more than 21X quarter-over-quarter

These numbers highlight a market shift: organizations are not just adopting AI—they’re operationalizing it.

Communication APIs Fuel Multi-Channel Engagement

8x8’s communication APIs also saw rapid growth, helping brands scale across SMS, voice, and messaging platforms like WhatsApp, RCS, and LINE.

• Total API interactions rose 39% YoY

• SMS use increased 35% YoY

• Messaging app interactions jumped 220% YoY and 55% QoQ

The growing demand for API-based engagement shows that brands are moving beyond traditional channels to connect with customers where they already are—on their phones, in their apps, and across borders.

AI-Driven Wins Across Industries

New customer wins in Q1 demonstrate 8x8’s cross-industry flexibility:

• A U.S. university adopted 8x8 Contact Center to support 2,000 staff

• An AI automation provider tapped 8x8 Voice for global scalability

• An Australian construction tech firm integrated SMS APIs for streamlined support

• A major Philippine retail group deployed 8x8 SMS for cost-efficient campaigns

Feature Rollouts That Actually Matter

The Q1 FY26 update wasn't just about usage metrics—it came with a suite of real-world-ready AI features designed to boost performance and simplify operations:

• Smart Assist + Conversation Intelligence: Real-time agent coaching using sentiment and intent analysis on 100% of interactions

• Secure Pay™: PCI-compliant, agentless payments via SMS or email, including Apple Pay and Google Pay

• Knowledge AI + xApps: Transform static documents into live AI tools and allow seamless handoffs between self-service and live agents

• Meltwater Social Listening: Integrated into 8x8 Agent Workspace™, it tracks and routes content from platforms like LinkedIn and Instagram

• JourneyAPI: Provides a complete, programmable view of the customer journey across all contact points

• Multilingual AI Summarization: Detects conversation language and applies the appropriate linguistic model for more accurate insights

Platform Thinking, Not Point Solutions

By offering one unified platform for contact center, UCaaS, and CPaaS—backed by deep AI integration—8x8 is positioning itself not just as a service provider but as a strategic infrastructure layer for CX modernization.

This convergence reflects a broader industry trend: CX leaders are increasingly choosing platform over patchwork, seeking tools that scale, integrate, and produce actionable insights.

The Takeaway

8x8 isn’t just riding the AI wave—it’s shaping it. With strong Q1 numbers, product innovation that targets real user needs, and cross-vertical adoption, the company is making a compelling case for a future where AI isn’t a buzzword—it’s baked into every interaction.

Whether you’re scaling global communications, optimizing contact center operations, or simply trying to better understand your customers, 8x8’s latest moves make one thing clear: the future of CX is unified, AI-powered, and already in progress.

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