8x8 sees Surge in AI Adoption for Smarter Engagement

8x8, Inc, a leading global provider of business communications and customer engagement solutions, announced significant growth in AI adoption across the 8x8 Platform for CX. Organizations are turning to 8x8 for self-service and smart summarization. This helps streamline operations and boost agent productivity. As a result, customers enjoy faster, personalized experiences. Plus, these changes lead to measurable business results.

Customer adoption of 8x8’s AI solutions is growing fast. In the second quarter of fiscal 2026, which ended on September 30, 2025, contracts for the 8x8 Intelligent Customer Assistant™ rose by 59% compared to the previous year.

“AI is no longer a concept, it's a customer expectation,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “Organizations across industries are embracing our platform to improve response times, reduce manual effort, and unlock entirely new levels of service. What sets 8x8 apart is how deeply AI is woven into every layer of the platform - from voice and messaging APIs to contact center and collaboration - so our customers can move faster, serve smarter, and simplify operations without compromise.”

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AI-Powered Growth Accelerates

8x8 customers in many industries are using AI and communications APIs. They aim to improve customer experiences, automate service delivery, and boost efficiency with the 8x8 Platform for CX.

8x8's Intelligent Customer Assistant contracts for digital and voice self-service grew 59% year-over-year. This boost strengthens the company’s AI-based CX solutions.
AI interactions via the 8x8 Intelligent Customer Assistant grew by 167% year-over-year. They also rose nearly 40% quarter-over-quarter, covering digital, voice, and auto attendant uses.
Voice AI interactions soared 592% from last year. They now account for over 81% of all AI activity in fiscal Q2 2026.
AI auto attendant interactions, powered by 8x8 Intelligent Directory, grew by 181% from the previous quarter. This increase shows the impact of smart call routing and automation.

Expanding API Adoption Across Communication Channels

More organizations are using 8x8’s communication APIs. They connect with customers through SMS, voice, and popular messaging apps. This improves engagement on all channels.

Total 8x8 communication API interactions grew by over 24% year-over-year in fiscal Q2 2026. This rise includes messaging, voice, and video.
SMS interactions increased nearly 20% year over year from fiscal Q2 2025.
Messaging on platforms like WhatsApp, RCS, Viber, Zalo, and LINE increased by 181% from last year. It also rose by 41% this quarter.
Voice API interactions increased by 5X year-over-year and nearly 63% quarter-over-quarter. This shows a strong demand for integrated, omnichannel communication.