AI may be transforming every corner of enterprise tech, but at 8x8, it’s becoming the core of customer experience. The company is reporting a sharp rise in AI adoption across its Platform for CX, driven by organizations accelerating their use of intelligent automation, omnichannel messaging, and performance tools. From real-time summarization to self-service and API-driven engagement, customers are leaning on 8x8 to reduce manual work, improve service accuracy, and deliver faster, more personalized interactions.

According to the company’s latest fiscal results, customer contracts for the 8x8 Intelligent Customer Assistant grew 59% year-over-year in Q2 FY26. Voice AI usage surged even more dramatically—up 592% year-over-year, now representing more than 81% of all AI interactions across the platform.

AI Has Shifted From Buzzword to Baseline

“AI is no longer a concept, it’s a customer expectation,” said Hunter Middleton, Chief Product Officer at 8x8. With AI embedded across every layer of the platform—from voice and messaging APIs to the contact center—the company is positioning itself as a one-stop solution for enterprises modernizing their service operations.

The data backs that up. Intelligent Customer Assistant interactions across digital, voice, and auto attendants jumped 167% year-over-year and nearly 40% quarter-over-quarter. Auto attendant AI interactions alone climbed more than 181% quarter-over-quarter. These numbers point to growing comfort with automation—not as a cost-cutting tool, but as a performance multiplier.

Messaging and Voice APIs Become CX Workhorses

Organizations are steadily increasing their use of 8x8 communication APIs to reach customers via SMS, voice, and third-party messaging apps. Interactions across messaging, voice, and video channels rose 24% year-over-year.

• SMS traffic increased nearly 20% year-over-year.

• Interactions on channels like WhatsApp, RCS, Viber, Zalo, and LINE were up 181% year-over-year and 41% quarter-over-quarter.

• Voice API interactions grew 5X year-over-year and almost 63% quarter-over-quarter.

These gains suggest enterprises are moving beyond simple automation and embracing AI-enhanced, multi-channel communication as a strategic advantage.

Cross-Industry Customer Wins Strengthen the Story

8x8’s Q2 customer momentum spans healthcare, non-profits, financial services, and supply chain sustainability—industries where reliability, compliance, and scale matter.

Highlights include:

• A major European healthcare provider deploying the 8x8 Platform for CX with Intelligent Customer Assistant.

• A U.S. healthcare network modernizing communications across operations.

• A UK non-profit adopting 8x8 Work for enhanced team collaboration.

• A U.S. regional financial services firm choosing 8x8 Conversational AI and 8x8 Voice for Microsoft Teams.

• A global supply chain sustainability leader selecting 8x8 Work and Voice for Teams.

• An international professional services company adopting 8x8 CX tools for zero-downtime deployment and improved reporting.

The diversity of wins shows the platform’s flexibility—and reinforces the expectation that AI-driven CX tools will soon become standard across industries.

New AI Features Signal Where 8x8 Is Headed

Innovation in Q2 centered on embedding AI into workflows that traditionally required heavy human input:

• Native transcription in 8x8 Work now feeds insights directly into Conversation IQ.

• Workforce Management brings forecasting, scheduling, and real-time adherence automation to the Contact Center.

• Live summarizations create real-time call summaries, reducing wrap-up time and improving CRM data quality.

• Active Calls Reporting delivers faster access to live call analytics for real-time decision-making.

These capabilities reinforce 8x8’s vision for AI-powered performance: faster, smarter operations with AI augmenting agents rather than replacing them.

A Unified Platform Built for Global Contact Centers

The 8x8 Platform for CX brings together unified communications, contact center operations, and communication APIs under one AI-driven system. By combining automation, performance intelligence, and omnichannel reach, the platform helps organizations streamline internal operations while elevating customer interactions.

AI adoption is not slowing down—if anything, it’s becoming the foundation of modern CX. With this quarter’s results, 8x8 is making a clear case for why its platform is becoming a go-to choice for enterprises that want measurable improvements, not just incremental upgrades.

Get in touch with our MarTech Experts.