Case Study: 8x8 achieves 65% auto-resolution and 70% customer satisfaction boost with Aisera Conversational AI

8x8 - Customer Case Study

8x8, a global cloud communications provider, faced rising support demand from rapid growth and hybrid work shifts that strained its 400-agent support organization. While offering portals on Mindtouch and Salesforce, 8x8 struggled with ineffective search-based self-service, high agent workload, missed SLAs, and limited AI learning from historical cases—challenges Aisera addressed with its Conversational AI and AI Customer Service capabilities.

Aisera built a unified solution for 8x8—creating connectors to WalkMe, Mindtouch, and 8x8’s Virtual Contact Center, and launching the virtual assistant “Otto” with custom escalation paths—so the platform could learn from knowledge bases and historical tickets. The Aisera deployment delivered measurable impact: a 65% auto-resolution rate, a 90% first contact resolution rate, and a 70% increase in customer satisfaction, while enabling ongoing AI learning and ticket deflection.

8x8

Joel Sandi

Senior Manager, Customer Support Operations