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8×8 has announced the availability of voice conversational AI in its core assistant platform, allowing customers to add voice self-service capabilities to their contact centres. This is an add-on to 8×8 Contact Centre, delivered through the 8×8 eXperience communications as a service (XCaaS) integrated cloud contact centre and unified communications platform. Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, believes that conversational AI is a real and cost-effective choice to improve self-service and productivity in contact centres.