8x8 achieved 70% improvement in customer satisfaction through auto-resolution of support requests
As 8×8 continues to grow its customer base, improving customer experience is top of mind. With high customer service requests and service desk costs straining the company, service desk agents were overwhelmed with support requests, ticketing volumes, and limited self-service capabilities. 8×8 sought to improve agent productivity by providing a self-service conversational interface for customers to decrease the number of live agent chats. Their goal was to automate customer service to customer self-service resolutions while reducing operational costs and boosting customer experience.
By implementing Aisera’s AI Customer Service solution, 8×8 was able to leverage existing resources to automate and enable self-service to take over and handle many of the mundane tasks and tickets of support agents. 8×8 realized more than a 60 percent decrease in ticket volume and a 50 percent increase in agent productivity.
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