Note:
This feature is currently in Limited availability.
We’re introducing support for the 8x8 Smart Assist integration, a new AI-powered feature in 8x8 Agent Workspace. It helps agents work smarter and respond faster during customer interactions.
Contact Center agents often deal with too much information, slow response times, and disjointed workflows. These challenges can lead to longer call handling times and inconsistent responses. 8x8 Smart Assist helps by providing real-time insights, intelligent suggestions, and automated summaries. It reduces manual effort and lets agents focus on giving customers a better experience.
Note:
Only users enabled by an admin can access 8x8 Smart Assist.
Benefits
Real-time support: Provides contextual insights during live conversations, helping agents respond faster and more accurately.
Automated summaries: Reduce wrap-up time with AI-generated call summaries and CRM updates.
Next best action: Offers proactive recommendations based on the current conversation.
CRM and knowledge base integration: Provides access to customer history, FAQs, and troubleshooting guides within the same panel.
Supported in external CRM integrations: Use 8x8 Smart Assist in your external CRM integrations, with the exception of Zendesk.
Requirements
Access to 8x8 Admin Console.
Access to 8x8 Configuration Manager.
Access to Creovai (aka Capacity) .
You must enable third-party cookies for 8x8 Smart Assist to display in your 8x8 Agent Workspace account.
Limitations
8x8 Agent Workspace and 8x8 Smart Assist have separate login systems. Use the unique credentials provided for each to sign in.
8x8 Smart Assist is not currently supported in the integration for Zendesk.
Configure the 8x8 Smart Assist integration
8x8 Smart Assist can be configured to suit your organizational needs. Access to 8x8 Smart Assist involves two separate controls: visibility of the login panel and login capability.
Visibility of the 8x8 Smart Assist login panel within 88x8 Agent Workspace can be granted to:
All users on a tenant by enabling this integration at the tenant level.
Specific agents on a tenant by providing a list of required users to your 8x8 Account Representative.
Login capabilities are granted via the Creovai (aka Capacity) platform. You must create a new user for each agent you wish to use the 8x8 Smart Assist.
To enable 8x8 Smart Assist for your agents, complete the following steps in collaboration with your 8x8 Account Representative and Creovai (aka Capacity) :
Step 1: Share your integration API credentials with Creovai (aka Capacity)
In 8x8 Configuration Manager, go to Integration > API Token.
Copy the following and securely share them with Creovai (aka Capacity) :
Username
Data Request Token
Step 2: Set up workflows in Creovai (aka Capacity)
Work with the Creovai (aka Capacity) team to build the 8x8 Smart Assist workflow. This includes defining the guidance flows agents will receive in real time, creating campaigns, enabling users, and assigning user permissions.
Note:
You must use the same username and the email address from 8x8 Admin Console when creating a new user within the Creovai (aka Capacity) platform.
Step 3: Set up wrap-up code descriptions for Smart Assist
Smart Assist suggests wrap-up codes to agents based on the conversation transcript. When your wrap-up codes use internal acronyms or numeric values, the AI needs a description of each code to understand what it means and suggest it accurately.
Without a description, the AI cannot reliably interpret a code, so it either offers agents its best guess or returns the code suggestion as unknown.
To get accurate suggestions, add a clear description to every wrap-up code, especially those that use acronyms or numbers.
To add descriptions to your transaction codes:
In Configuration Manager, select Transaction Codes from the menu.
Click the pencil icon to edit the relevant transaction codes list.
Click the Codes tab.
In the Description column for each code, enter a clear, plain-language explanation of when the code applies. For example, for CST01 add the description Customer requested a service cancellation.
Note:
The maximum allowed character count for a description is 256.
Click Save.
(Optional) To support multiple languages, click the Translations tab and enter a translated description in the Description column for each code.
Click Save.
Step 4: Enable 8x8 Smart Assist for your tenant
You can enable 8x8 Smart Assist on your tenant or specific agents on your tenant from the Integration Profile page in 8x8 Admin Console. For information on how to enable it, see Enable Smart Assist.