en.Wedoany.com Reported - 8×8, Inc. has launched 8×8 AI Routing, an enterprise-grade intelligent routing engine that dynamically matches each customer to the best available resource in real time, regardless of where that resource is located.

Traditional interaction routing systems typically assign agents based on manually entered skills that are rarely updated and calibrated only for availability, leading to customers being transferred or lost within and outside the contact center. 8×8 AI Routing operates as a platform-level service, designed to identify the right resource for each interaction—whether it's an agent on the 8×8 Contact Center, a subject matter expert on 8×8 Engage, or a back-office employee on 8×8 Work—delivered at scale across any channel through a single customer interaction routing layer.

Sheila McGee-Smith, Founder and Principal Analyst at McGee-Smith Analytics, stated that 8×8 AI Routing analyzes data using interaction records, history, sentiment, and other real-time factors to suggest skill and proficiency levels for each agent, allowing administrators to accept or adjust these assignments. The routing engine also recommends additional skills or level changes based on actual agent work for administrator review. The system evaluates each inbound interaction to determine who across the entire enterprise is best equipped to resolve the customer's intent.

Each interaction is assessed based on multiple real-time factors and immediately matched to the appropriate resource. When the best match is temporarily unavailable, the system automatically adjusts to avoid transfers or delays. Supervisors can pull exportable audit trails to see why each interaction was assigned to each resource, including confidence scores and full reasoning for all factors.

8×8 AI Routing automatically builds and suggests skill profiles by analyzing rich interaction data, manages automated skill profiles, and detects customer intent without the need for manual interactive voice response mapping. The system can connect to 8×8 Intelligent Customer Assistant, 8×8 AI Studio, IVR, and third-party bots to route interactions from any entry point to the right person. Hunter Middleton, Chief Product Officer at 8×8, noted that the routing problem lies in architecture, and 8×8 AI Routing is built to span all teams and business boundaries simultaneously, evaluating all available resources in real time.

8×8 AI Routing is now available to select 8×8 customers, who can contact their account manager or customer success manager to get started. During Customer Contact Week (CCW) in Las Vegas from June 22 to 25, 2026, 8×8 AI Routing will be demonstrated at the 8×8 booth #601.

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