Your AI companion for 8x8 Connect.

Give the next agent the customer story without making them replay it all.

A customer should not need to repeat the situation because the first interaction was not turned into a useful record. Yet the important detail is often spread across a call, a message, a prior note, and the agent’s memory of what was promised.

Strawberry can organise the visible 8x8 Connect interaction context into a concise case brief. It can identify the customer’s stated need, confirmed facts, commitments, unresolved points, and the next owner’s first action without fabricating a resolution.

Make a follow-up sound informed rather than automated.

A good service follow-up must reflect the customer’s actual issue, the prior promise, and the current state of the investigation. It cannot casually create a new commitment or imply that an unresolved technical issue is fixed.

With the relevant 8x8 Connect conversation and account context open, Strawberry can draft a bounded follow-up for review. It can distinguish what is confirmed from what is still being checked and make the proposed timing explicit before a person sends it.

Escalate the issue with the details the receiving team will need.

Escalations fail when they arrive as “customer is upset” without a timeline, impact, reproduction context, or clear question. The receiving team then spends its first hour asking for the details the service agent just saw.

Strawberry can prepare an escalation packet from the 8x8 Connect view and related browser context. It can frame the customer impact, related interactions, evidence reviewed, requested help, and handoff owner so the specialist team can begin in the right place.

Use a daily queue review to protect the promises your team has made.

Service teams rarely need a summary of every interaction.

They need to know where a promised callback is overdue, the same customer has contacted again, a case has no owner, or a handoff has stalled silently.

Save your 8x8 Connect queue-review prompt as a Strawberry skill when it matches your service standard. A recurring routine can assemble the private priority view, while customer messages, case updates, and routing actions remain reviewable human choices.

Frequently asked questions