8x8 launches AI-based customer routing tool across organizations
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8x8 Introduces AI Routing: Reimagined Intelligent Customer Routing, Built for the Entire Organization
June 24, 2026 9:00 AM EDTBuild and Maintain Skills Automatically From Real-Time and Historical Data, Then Connect Customers to the Best Expert Across Channels and the Entire Organization
CAMPBELL, Calif.--(BUSINESS WIRE)-- Most interaction routing systems don't actually route. They queue. Agents are assigned based on skills entered manually, updated rarely, and calibrated to who's available, not who's actually best suited to help a specific customer in a specific moment. When the right expert sits outside the contact center, in billing, customer success, or a technical team, the customer gets bounced, transferred again, or lost... More
