Summary Bullets:

• 8×8 AI Routing identifies the right expert anywhere in an organization that can resolve a customer’s inquiry, not just the contact center.

• While 8×8 AI Routing is marginally better than legacy systems it still merits a try out.

We’ve probably all found ourselves reciting this famous opening line to a classic song when trying to connect with someone in customer support: “Help! I need somebody. Help! Not just anybody. Help! You know I need someone. Help!”

Desperately in need of assistance, eventually you get connected with either a person or an AI agent. You breathe a sigh of relief but then it turns out they are ill-equipped to handle your inquiry. You need help from somebody, but not just anybody. Well, 8×8 claims that its recently introduced ‘8×8 AI Routing’ will take that sad song and make it better.

8×8 AI Routing identifies the right expert for a given interaction anywhere in an organization, not just the contact center. The technology scans three 8×8 platforms, identifying contact center agents on 8×8 Contact Center plus subject matter experts on 8×8 Engage and back-office employees on 8×8 Work. Each interaction is analyzed in real-time across several factors such as transcripts, historical patterns, and sentiment to match the customer with the right resource immediately. 8×8 claims that legacy skills-based routing systems, in contrast to 8×8 AI Routing, are static, relying on skills inventories that are entered manually and often out of date. Furthermore, 8×8 says, those systems often route to whoever is available rather than whoever is necessarily best suited to resolve a specific request.

While 8×8 AI Routing is better than manual, legacy systems the difference is marginal. Identifying the ‘right’ resource hinges on AI conducting an accurate assessment of skills. While AI in general is powerful it is far from perfect. AI is known to produce errors, and the chance that a customer could get routed to the ‘wrong’ resource is not insignificant. While 8×8 AI Routing does allow for a human in the loop, with administrators having the opportunity to provide final sign-off on the skills assessment, such intervention introduces a manual element into the process. And although organizations can roll out first with a small pilot and grow the system as they gain comfort, that adjustment represents yet another layer of manual manipulation. Bottom line, while 8×8 AI Routing is not radically different than legacy systems, it does have the potential to improve an organization’s customer experience and thus merits a test drive.