8x8, Inc. (NASDAQ: EGHT) has introduced 8x8 AI Routing, a customer interaction routing system that matches incoming customer contacts to available staff across an entire organization in real time, according to a company press release.

The product is designed to route customer interactions beyond the traditional contact center, reaching back-office employees and subject matter experts on other 8x8 platforms, including 8x8 Work and 8x8 Engage. The system analyzes interaction transcripts, sentiment, and historical data to build and update agent skill profiles automatically, with administrators able to review and adjust suggested assignments.

Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, said in the release that the product addresses a gap in existing routing tools. "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," she said.

The system connects to 8x8's Intelligent Customer Assistant, 8x8 AI Studio, interactive voice response systems, and third-party bots. It generates exportable audit trails showing the rationale and confidence scores behind each routing decision.

Hunter Middleton, Chief Product Officer at 8x8, said the system was designed to look beyond typical boundaries. "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," he said.

8x8 AI Routing is currently available to select 8x8 customers. The company said the product was on display at Customer Contact Week in Las Vegas, running June 22–25.