New 8x8® AI Orchestrator Creates Seamless Decision Flows Between AI Bots to Deliver Frictionless Customer Experiences
8x8 (NASDAQ: EGHT) has announced the launch of 8x8 AI Orchestrator, a solution that enables organizations to create seamless decision flows across multiple AI bots and vendor solutions. This new platform addresses a critical market need, as according to the Metrigy AI for Business Success study, 49.4% of companies purchase AI products from multiple providers, and 56% are increasing AI bot spending.
The AI Orchestrator allows businesses to integrate and manage various AI-powered bots, enabling smooth transitions between different AI solutions and human agents. Key features include AI flexibility for deploying specific bots, enhanced customer experience through frictionless engagements, and AI agility for quick adoption across multiple vendors.
The solution is built on the 8x8 Platform for CX, which combines contact center, unified communications, and communication APIs. It supports AI-based routing for faster inquiry handling and surfaces real-time sentiment analysis to improve customer satisfaction.
8x8 (NASDAQ: EGHT) ha annunciato il lancio di 8x8 AI Orchestrator, una soluzione che consente alle organizzazioni di creare flussi decisionali senza soluzione di continuità tra più bot AI e soluzioni di fornitori. Questa nuova piattaforma risponde a un'esigenza critica del mercato, poiché secondo lo studio Metrigy AI for Business Success, il 49,4% delle aziende acquista prodotti AI da più fornitori e il 56% sta aumentando la spesa per i bot AI.
AI Orchestrator consente alle aziende di integrare e gestire vari bot alimentati da AI, permettendo transizioni fluide tra diverse soluzioni AI e agenti umani. Le caratteristiche principali includono flessibilità AI per il dispiegamento di bot specifici, un'esperienza cliente migliorata attraverso interazioni senza attriti e agilità AI per una rapida adozione tra più fornitori.
La soluzione è costruita sulla 8x8 Platform for CX, che combina contact center, comunicazioni unificate e API di comunicazione. Supporta il routing basato su AI per una gestione più rapida delle richieste e fornisce analisi del sentiment in tempo reale per migliorare la soddisfazione del cliente.
8x8 (NASDAQ: EGHT) ha anunciado el lanzamiento de 8x8 AI Orchestrator, una solución que permite a las organizaciones crear flujos de decisiones fluidos entre múltiples bots de IA y soluciones de proveedores. Esta nueva plataforma aborda una necesidad crítica del mercado, ya que según el estudio Metrigy AI for Business Success, el 49,4% de las empresas adquiere productos de IA de múltiples proveedores y el 56% está aumentando el gasto en bots de IA.
AI Orchestrator permite a las empresas integrar y gestionar varios bots impulsados por IA, facilitando transiciones suaves entre diferentes soluciones de IA y agentes humanos. Las características clave incluyen flexibilidad de IA para implementar bots específicos, una experiencia del cliente mejorada a través de interacciones sin fricciones y agilidad de IA para una rápida adopción entre múltiples proveedores.
La solución se basa en la 8x8 Platform for CX, que combina centro de contacto, comunicaciones unificadas y API de comunicación. Soporta enrutamiento basado en IA para un manejo más rápido de las consultas y proporciona análisis de sentimiento en tiempo real para mejorar la satisfacción del cliente.
8x8 (NASDAQ: EGHT)는 8x8 AI Orchestrator의 출시를 발표했습니다. 이 솔루션은 조직이 여러 AI 봇과 공급업체 솔루션 간의 원활한 의사 결정 흐름을 생성할 수 있도록 합니다. 이 새로운 플랫폼은 Metrigy AI for Business Success 연구에 따르면 49.4%의 회사가 여러 공급업체로부터 AI 제품을 구매하고 있으며 56%가 AI 봇 지출을 늘리고 있는 상황에서 중요한 시장 요구를 해결합니다.
AI Orchestrator는 기업이 다양한 AI 기반 봇을 통합하고 관리할 수 있도록 하여 서로 다른 AI 솔루션과 인간 에이전트 간의 원활한 전환을 가능하게 합니다. 주요 기능으로는 특정 봇을 배포하기 위한 AI 유연성, 마찰 없는 참여를 통한 향상된 고객 경험, 그리고 여러 공급업체 간의 빠른 채택을 위한 AI 민첩성이 포함됩니다.
이 솔루션은 8x8 Platform for CX에 기반하여 구축되었으며, 이는 컨택 센터, 통합 커뮤니케이션 및 커뮤니케이션 API를 결합합니다. 이는 더 빠른 문의 처리를 위한 AI 기반 라우팅을 지원하며, 고객 만족도를 향상시키기 위해 실시간 감정 분석을 제공합니다.
8x8 (NASDAQ: EGHT) a annoncé le lancement de 8x8 AI Orchestrator, une solution qui permet aux organisations de créer des flux décisionnels fluides entre plusieurs bots d'IA et solutions fournisseurs. Cette nouvelle plateforme répond à un besoin critique du marché, car selon l'étude Metrigy AI for Business Success, 49,4 % des entreprises achètent des produits d'IA auprès de plusieurs fournisseurs, et 56 % augmentent leurs dépenses en bots d'IA.
AI Orchestrator permet aux entreprises d'intégrer et de gérer divers bots alimentés par l'IA, facilitant ainsi des transitions en douceur entre différentes solutions d'IA et agents humains. Les fonctionnalités clés incluent la flexibilité de l'IA pour déployer des bots spécifiques, une expérience client améliorée grâce à des interactions sans friction, et l'agilité de l'IA pour une adoption rapide entre plusieurs fournisseurs.
La solution est construite sur la 8x8 Platform for CX, qui combine centre de contact, communications unifiées et API de communication. Elle prend en charge le routage basé sur l'IA pour un traitement plus rapide des demandes et fournit une analyse des sentiments en temps réel pour améliorer la satisfaction client.
8x8 (NASDAQ: EGHT) hat die Einführung von 8x8 AI Orchestrator angekündigt, einer Lösung, die es Organisationen ermöglicht, nahtlose Entscheidungsflüsse zwischen mehreren KI-Bots und Anbieter-Lösungen zu erstellen. Diese neue Plattform adressiert ein kritisches Marktbedürfnis, da laut der Metrigy-Studie zu KI für den Geschäftserfolg 49,4% der Unternehmen KI-Produkte von mehreren Anbietern erwerben und 56% ihre Ausgaben für KI-Bots erhöhen.
Der AI Orchestrator ermöglicht es Unternehmen, verschiedene KI-gesteuerte Bots zu integrieren und zu verwalten, was reibungslose Übergänge zwischen verschiedenen KI-Lösungen und menschlichen Agenten ermöglicht. Zu den Hauptmerkmalen gehören die Flexibilität der KI für den Einsatz spezifischer Bots, ein verbessertes Kundenerlebnis durch reibungslose Interaktionen und die Agilität der KI für eine schnelle Einführung bei mehreren Anbietern.
Die Lösung basiert auf der 8x8 Platform for CX, die Contact Center, vereinheitlichte Kommunikation und Kommunikations-APIs kombiniert. Sie unterstützt KI-gestütztes Routing für eine schnellere Bearbeitung von Anfragen und bietet eine Echtzeitanalyse von Stimmungen zur Verbesserung der Kundenzufriedenheit.
- Addresses growing market demand with 56% of companies increasing AI bot spending
- Enables integration of multiple AI vendors, expanding market opportunity
- Provides competitive advantage as one of the first vendors offering multi-bot orchestration
- No specific revenue impact or pricing details provided
- Forward-looking statements carry execution risks and uncertainties
Insights
8x8's new AI Orchestrator represents a targeted solution to a growing problem in the enterprise AI space - the fragmentation of AI bot implementations across organizations. The product addresses the 49.4% of companies using multiple AI providers in a best-of-breed approach, according to Metrigy research.
What makes this announcement noteworthy is the focus on interoperability between disparate AI systems. Currently, many organizations face siloed AI implementations that create disjointed customer experiences when transferring between different bot systems. 8x8's solution creates unified conversation workflows across multiple vendor bots - potentially eliminating a significant pain point for customer experience teams.
The timing aligns with market trends, as 56% of companies are increasing spending on AI agents/bots. However, this product appears more evolutionary than revolutionary within 8x8's existing CX platform strategy. The announcement lacks specific implementation details, technical differentiation points, or named customer deployments that would indicate immediate market impact.
While positioned as innovative for allowing cross-bot orchestration, similar capabilities exist from other CX platform providers. The true competitive advantage will depend on implementation quality, integration depth, and how effectively it reduces the complexity of managing multi-vendor AI environments - details not covered in this announcement.
This product launch demonstrates 8x8's strategic pivot toward higher-value AI integration capabilities within its CX platform, but offers minimal near-term financial catalysts. For a company with a
The announcement lacks several key elements investors typically seek: revenue projections, pricing model details, go-to-market timelines, or named customer commitments. Without quantifiable metrics, it's difficult to assess potential impact on 8x8's growth trajectory or margin profile.
Strategically, this release positions 8x8 in the valuable middle layer between AI technology providers and enterprise customers, potentially creating stickier platform relationships. By enabling organizations to leverage investments across multiple AI vendors, 8x8 may reduce customer churn while potentially creating upsell opportunities.
However, 8x8 faces intense competition in the CX platform space from larger, better-capitalized rivals with substantial AI investments. While the company claims to be "one of the first" with this capability, this advantage may be temporary as competitors rapidly expand their AI offerings. Without meaningful differentiation beyond timing, this product is unlikely to substantially alter 8x8's competitive position or financial performance in the near term.
8x8 Provides Orchestration Across Multiple AI Bots for Ultimate Flexibility to Meet Business Needs and Enable Customer Choice
According to the Metrigy AI for Business Success 2025-26 global study of 1,104 companies,
Traditionally, organizations subscribing to multiple AI bots, whether from different vendors, were not able to have the bots interact with each other, creating silos and the inability to provide seamless experiences for customers. As a result, if a customers’ needs changed within the same support scenario they would be transferred to a different channel or bot to solve the most recent problem. This created disjointed, frustrating experiences. With 8x8 AI Orchestrator, organizations can create conversation workflows, regardless of which AI bot they are interacting with, to offer seamless experiences that meet customer needs.
Key features and benefits of 8x8 AI Orchestrator include:
- AI Flexibility: Provides organizations with the flexibility that they can deploy the specific AI-powered bots required to maximize operational efficiencies and support business growth without having to worry about orchestration and management.
- Enhanced Customer Experience: Allows organizations to offer frictionless engagements to customers, regardless of bot or vendor, to elevate CX across the business.
- AI Agility: Empowers customers to adopt AI quickly and across multiple vendors, depending on the evolving needs and requirements of the organization.
“We are a company that prides itself on putting our customers, and their customers, first and foremost, which becomes incredibly apparent when considering the technology and areas where we are innovating,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “As one of the first vendors to offer a solution like 8x8 AI Orchestrator, you can really see where our priorities lie. We are committed to providing organizations with the tools they need to drive great customer experiences and business success.”
AI Orchestrator is built on the 8x8 Platform for CX, which seamlessly unites contact center, unified communications, and communication APIs to help organizations connect customers and teams globally, empowering CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements regarding 8x8 AI Orchestrator which enables decision flows and orchestration across multiple bots and vendor solutions. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8x8’s periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. 8x8 undertakes no obligation to update any forward-looking statements.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communication, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, X, and Facebook.
Copyright 8x8, Inc. 8x8® is a trademark of 8x8, Inc. All rights reserved.
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