Back in $2018,$ Acer decided to migrate to the cloud and consolidate all of its communications onto $8$x$8$s unified platform. As a result, it gained greater visibility into the customer experience across its regional contact centers. Moving from disparate, siloed systems into one centralized solution has been a huge plus to agent productivity at Acer. Plus, $8$x$8$ has provided Acer with greater visibility into the customer journey at every juncture, from the first touchpoint of answering a call with $8$x$8$ Analytics.As a next step, Acer started talking with $8$x$8$ about adding a new dimension to their communications setup. They were interested in enhancing the customer experience even more, especially when it came to assistance with the millions of products and various warranty types.The team at Acer was looking to simplify some of its processes to help customers get answers even quicker while keeping agents efficient, streamlined and engaged. Acer told $8$x$8$ that they had evaluated other automation options, holding out until they found the right fit. After getting a better understanding of Acers goals, the team at $8$x$8$ suggested implementing $8$x$8$ Intelligent Customer Assistant $($ICA$.)$

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