Transforming support with Worknet.ai

Customer

8X8 

www.8X8.com

Industry

Technology - Customer Experience, Business Communications and Collaboration

Customer

Enhancing agent productivity and accuracy in a complex support environment

8x8 Scales Smarter Support with Worknet.ai’s AI Integration

The chllenge

8x8, Inc., a leader in customer experience (CX) and business communications, sought to improve the efficiency and accuracy of its support operations. With high ticket volumes spanning Salesforce cases and external knowledge bases, agents needed a smarter, more efficient tool to handle customer queries effectively. The need to integrate Jira and internal documentation presented an opportunity to create a more seamless and productive support experience. Additionally, 8x8 aimed to proactively track sentiment trends and leverage actionable insights to enhance the overall CX.

The solution

8x8 partnered with Worknet.ai to implement a robust AI-powered customer support solution. By dynamically accessing Salesforce cases and public documentation, Worknet.ai provided the intelligence and adaptability needed to streamline support operations. Key highlights included:

AI-Driven responses:

8x8 partnered with Worknet.ai to implement a robust AI-powered customer support solution. By dynamically accessing Salesforce cases and public documentation, Worknet.ai provided the intelligence and adaptability needed to streamline support operations. Key highlights included:

Scalable improvements:

Worknet.ai demonstrated its ability to learn and adapt over time, providing tailored suggestions validated by 8x8’s subject matter experts. For example, it identified innovative solutions based on past resolved cases that were not documented in the formal knowledge base.

Results and Impact

Worknet.ai has had a transformative impact on 8x8’s support operations:

Enhanced agent productivity:

With Worknet.ai’s intelligent and actionable suggestions, agents resolved complex issues faster, improving efficiency and reducing response times.

Higher accuracy rates:

The platform consistently delivered high-quality outputs, achieving over 90% accuracy early on. As additional data sources are integrated, 8x8 anticipates even greater accuracy and expanded automation coverage.

Customizable workflows:

By integrating seamlessly with Salesforce, Worknet.ai enabled agents to work within their existing workflows, ensuring minimal disruption, maximum adoption, and smoother day-to-day operations.

KPI  92% Accuracy

“Worknet.ai’s ability to provide intelligent, detailed responses and continuously improve with feedback has been a game changer for us. Worknet.ai nicely complements our 8x8 Contact CenterTM platform to enhance our support team’s experience. It also empowers us to deliver exceptional CX by solving customer enquiries more quickly.”

Nir Galpaz

Group Vice President Technical Services and Support

KPI  92% Accuracy

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Transforming support with Worknet.ai