Note: This feature is currently in Limited availability.

About 8x8 Smart Assist

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.

Key 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.

Requirements

  • Access to 8x8 Admin Console.
  • Access to 8x8 Configuration Manager.
  • Access to Creovai.
  • 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 external CRMs.

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 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:

  1. In 8x8 Configuration Manager, go to Integration > API Token.
  2. Copy the following and securely share them with Creovai:
    • Username
    • Data Request Token

Work with the Creovai 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 platform.

To enable 8x8 Smart Assist on your tenant or specific agents on your tenant, contact your 8x8 Account Representative.