The challenge
High ticket volumes spanning Salesforce cases and external knowledge bases meant agents needed a smarter way to handle customer queries. 8x8 also wanted to integrate Jira and internal documentation, track sentiment trends, and turn insights into action.
The solution
An AI-powered support solution that dynamically accesses Salesforce cases and public documentation. Worknet learns and adapts over time, surfacing tailored suggestions validated by 8x8's subject matter experts, including fixes found in past resolved cases that were never formally documented.
Results and impact
Enhanced agent productivity: complex issues resolved faster. Higher accuracy: over 90% accuracy early on, growing as data sources expand. Customizable workflows: seamless Salesforce integration means minimal disruption and maximum adoption.
"Worknet.ai's ability to provide intelligent, detailed responses and continuously improve with feedback has been a game changer for us. It nicely complements our 8x8 Contact Center platform and empowers us to deliver exceptional CX by solving customer enquiries more quickly."