8x8, Inc. (NASDAQ: EGHT), a leader in Customer Experience (CX) technology, announced a significant advancement in AI integration with the launch of the 8x8 AI Orchestrator on April 2, 2025. This innovative solution aims to streamline decision flows across various AI bots and vendor solutions, enabling organizations to enhance their digital transformation initiatives and safeguard their investments in artificial intelligence.

2. Transforming Customer Interactions

According to a recent study by Metrigy titled AI for Business Success 2025-26, nearly half (49.4%) of surveyed companies utilize a best-of-breed approach when acquiring AI products and services from multiple vendors. Furthermore, over 56% of respondents indicated an increase in spending on AI agents or bots. The 8x8 AI Orchestrator addresses the challenges many organizations face when managing multiple AI bots, which traditionally operate in isolation, leading to fragmented customer experiences.

Addressing Fragmentation in AI Solutions

Organizations that subscribe to various AI solutions often encounter difficulties in making these systems communicate effectively, resulting in disconnected customer service interactions. For instance, if a customer's needs evolve during a support request, they may be forced to switch to a different bot or channel, leading to confusion and frustration. The 8x8 AI Orchestrator resolves this issue by enabling organizations to create comprehensive conversation workflows that facilitate seamless transitions between different AI bots, enhancing customer satisfaction.

3. Key Features and Benefits

The 8x8 AI Orchestrator comes equipped with several transformative features designed to empower businesses:

AI Flexibility: Organizations can deploy specific AI-powered bots to optimize operational efficiencies and foster growth without the burden of complex orchestration and management.

Enhanced Customer Experience: The solution ensures frictionless engagement for customers, irrespective of the AI bot or vendor, thus elevating the overall CX across the organization.

AI Agility: The AI Orchestrator allows organizations to swiftly adopt AI capabilities from various vendors, adapting to their evolving requirements.

Insight from Leadership

Hunter Middleton, the Chief Product Officer at 8x8, emphasized the company's commitment to innovation and customer-centric solutions. "We are a company that prides itself on putting our customers, and their customers, first and foremost, which becomes incredibly apparent when considering the technology and areas where we are innovating. As one of the first vendors to offer a solution like 8x8 AI Orchestrator, you can really see where our priorities lie."

4. Integration with the 8x8 Platform for CX

The AI Orchestrator is built upon the robust 8x8 Platform for CX, which integrates contact center capabilities, unified communications, and communication APIs. This platform empowers organizations to connect with customers and teams globally, offering AI-powered insights that facilitate data-driven decision-making, enhance customer satisfaction, and promote long-term business success.

5. Conclusion

The launch of the 8x8 AI Orchestrator marks a pivotal moment in the evolution of customer experience technology. By addressing the complexities of managing multiple AI solutions and enhancing operational efficiencies, 8x8 is poised to lead organizations into a new era of seamless, AI-enabled customer interactions. As companies increasingly invest in AI technologies, the 8x8 AI Orchestrator stands out as a vital tool for businesses looking to elevate their customer experience and drive significant growth.

Original press release