Most interaction routing systems don’t actually route. They queue. Agents are assigned based on skills entered manually, updated rarely, and calibrated to who’s available, not who’s actually best suited to help a specific customer in a specific moment. When the right expert sits outside the contact center, in billing, customer success, or a technical team, the customer gets bounced, transferred again, or lost entirely.
8×8, Inc. (NASDAQ: EGHT), a leading global business communications platform provider, is setting a new standard with the introduction of 8×8 AI Routing, an organization-wide intelligent routing engine that dynamically matches every customer to the best available resource, regardless of where they sit, in real time.
Unlike legacy, often rigid, skills-based routing systems that have been the industry standard for decades, 8×8 AI Routing functions as a platform-level service. Designed to identify the right resource for each interaction, whether that’s a contact center agent on 8×8 Contact Center, a subject matter expert on 8×8 Engage, or a back-office employee on 8×8 Work, 8×8 AI Routing delivers across any channel, at scale, through a single customer interaction routing layer.
“AI-powered routing has long promised a lot, but vendors have largely failed to address one key challenge: automatically assigning and maintaining agent skills and proficiency levels. Using interaction transcripts, previous history, sentiment and other real-time factors, 8×8 AI Routing analyzes data, suggests skills and skill levels for each agent, and lets administrators accept or adjust those assignments. The routing engine reanalyzes the data to recommend additional skill or level changes based on the agent’s actual work, again for admin review,” said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. “What is even more powerful is that 8×8 can evaluate each inbound interaction and determine who — across the entire enterprise, not just the contact center — is best equipped to resolve the customer’s intent.”
Every decision, explained
Every interaction is evaluated across several real-time factors and matched to the right resource instantly. When the best match isn’t immediately available, the system adjusts automatically, keeping customers moving forward without transfers, delays, or dead ends.
8×8 AI Routing puts supervisors in control from day one. Teams can pilot on a single queue before full rollout, expanding at their own pace and shaping how the system works as confidence grows. All decisions are on the record: supervisors can pull exportable audit trails showing exactly why each interaction went to each resource, including confidence scores and complete rationale across all factors.
One-click setup
Most interaction routing deployments take months to configure and require ongoing maintenance just to stay accurate as the business evolves. 8×8 AI Routing eliminates that burden. By analyzing rich interaction data, including transcripts, sentiment, and historical patterns, AI builds and suggests skill configurations automatically, manages automated skill profiles as teams and needs change, detects customer intent without manual interactive voice response (IVR) mapping, and gets teams delivering value from day one, not months from now.
Connects to existing infrastructure, adapts as the business evolves
8×8 AI Routing connects to 8×8 Intelligent Customer Assistant, 8×8 AI Studio, IVRs, and third-party bots, routing interactions from any entry point to the right person at the right moment, however the stack is built today. As new channels, tools, and teams are added, the routing layer grows with them.
“The routing problem has always been about architecture,” said Hunter Middleton, Chief Product Officer at 8×8. “The best person for a given customer interaction might sit anywhere in the business, but most systems were never designed to look beyond their own boundaries. 8×8 AI Routing was built differently, spanning all teams and boundaries in the business simultaneously and evaluating the full range of available resources in real time. That’s a challenge point solutions fundamentally struggle to solve, and exactly the kind a true platform is built for.”
8×8 AI Routing is available now for select 8×8 customers, who can contact their 8×8 Account Manager or Customer Success Manager to get started. 8×8 AI Routing will be on display at 8×8’s booth, #601, during Customer Contact Week (CCW) in Las Vegas, June 22-25.
About 8×8, Inc.
8×8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on one of the industry’s most integrated platforms for Customer Experience – combining Contact Center, Unified Communications, and CPaaS solutions. The 8×8® Platform for CX integrates AI to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. As a business communications leader, the company helps customer experience and IT leaders around the world become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8×8.com, or follow 8×8 on LinkedIn, X, and Facebook.
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These statements include, but are not limited to, statements regarding the expected capabilities and availability of the 8×8 AI Routing. All statements other than statements of historical fact are forward-looking statements. Forward-looking statements involve known and unknown risks, uncertainties, and other factors that may cause actual results to differ materially. For a discussion of these risks and uncertainties, please refer to 8×8’s filings with the Securities and Exchange Commission, including its most recent Annual Report on Form 10-K and Quarterly Reports on Form 10-Q. 8×8 assumes no obligation to update any forward-looking statements to reflect events that occur or circumstances that exist after the date on which they were made.
Copyright 2026 8×8, Inc. 8×8 and associated brand assets are trademarks of 8×8, Inc. All rights reserved.
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