8Flow's workflow context platform is now HIPAA compliant, further solidifying the company's commitment to protecting customer data.

At 8Flow, we help businesses understand how work actually happens. Our human observability platform captures workflow behavior—the actions, steps, and processes behind every task—enabling teams to streamline operations and identify opportunities for AI and automation.

Although the data 8Flow collects is inherently non-sensitive and designed to avoid unnecessary personal information exposure, many of our customers operate in regulated environments where trust, compliance, and security matter greatly. We're proud to announce that 8Flow is now HIPAA compliant.

This achievement demonstrates that our platform meets HIPAA Security Rule requirements through enhanced security controls, data-handling methodologies, and operational practices. Organizations can now confidently use 8Flow even when workflows involve protected health information.

This milestone strengthens our platform through improved governance, encryption, monitoring, and access controls, establishing a secure foundation for workflow insights and automation at scale.

This signals our continued progress toward building enterprise-ready workflow analytics and automation. If you're interested in using 8Flow in a regulated environment, <a href="https://8flow.ai">get in touch</a>.

8Flow Achieves HIPAA Compliance

8Flow is excited to announce the launch of the 8Flow Workflow Context Platform for People & Process Intelligence.

Most enterprise tools only show metrics and completion rates. Our new platform captures actual workflows across business applications to reveal bottlenecks and opportunities—showing how work gets done, not just what outcomes occur.

<h2>The Problem</h2>

Organizations struggle to identify where AI automation will have real impact. Without understanding how work really happens at the frontline, you're guessing.

<h2>Early Results</h2>

Early adopters have already demonstrated measurable improvements within six weeks:

<ul>
<li>14% increase in cases closed</li>
<li>11% improvement in agent productivity</li>
<li>1.33 hours saved per employee weekly</li>
</ul>

<h2>What's Next</h2>

We'll be presenting at Customer Contact Week in Nashville, featuring two sessions on workflow intelligence and agent productivity optimization.

Understanding actual workflows enables better process optimization, team coaching, and strategic AI deployment decisions. If you'd like to see the platform in action, <a href="https://8flow.ai">request a demo</a>.

We're Launching the Workflow Context Platform

Enterprise organizations recognize the necessity of AI adoption, yet struggle with strategic deployment. At Customer Contact Week (CCW) Nashville, we're addressing this gap through two distinct sessions targeting CX and EX leaders.

<h2>Session 1: Digital Workshop — October 22, 2:30–4:00 p.m.</h2>

Speaker: Boaz Hecht, Co-Founder & CEO, 8Flow

This session combines analyst presentation, fireside chat, and interactive workshop. Key discussion areas include:

<ul>
<li>Obstacles preventing full AI adoption in organizations</li>
<li>KPI identification for automation opportunities</li>
<li>Anchoring AI goals in existing workflows for effectiveness</li>
<li>Research findings on implementation challenges</li>
<li>Impact of underused features and poor integrations on ROI</li>
</ul>

Participants will split into two peer-learning groups:

<ul>
<li>People Group: Visibility, accountability, remote work challenges, and employee monitoring concerns</li>
<li>Process Group: Workflow identification, prioritization, automation, and success measurement</li>
</ul>

<h2>Session 2: Case Study — October 24, 12:00–12:45 p.m.</h2>

Speakers: Josh Russ, Co-Founder & COO, 8Flow; Michael O'Neil, SVP Strategic Accounts, OP360

This session presents a Fortune 500 retailer case study demonstrating measurable results achieved in six weeks without client implementation burden:

<ul>
<li>14% increase in chats closed through workflow optimization</li>
<li>11% higher agent productivity via real-time insights</li>
<li>1.33 hours saved per agent weekly through automation</li>
</ul>

Session 1 provides strategic framework and measurement guidance for 2026 AI initiatives. Session 2 demonstrates tactical execution and measurable ROI through real-world implementation.

8Flow's Workflow Context Platform at CCW Nashville: The Strategy and Real-World Impact of AI Workflow Intelligence

OP360 is a global business process outsourcing (BPO) provider managing complex customer interactions for a Fortune 500 retailer. The company needed to enhance efficiency and service quality while maintaining their role as the retailer's frontline support extension.

<h2>The Challenge</h2>

OP360 lacked visibility into agent workflows across multiple systems, making it difficult to identify time-wasting processes or coaching opportunities. Agents faced obstacles including:

<ul>
<li>Manual searches across multiple systems</li>
<li>Inefficient and repetitive workflows</li>
<li>Inconsistent knowledge base usage</li>
</ul>

These issues increased Average Chat Times (ACT) and hindered performance improvements.

<h2>The 8Flow Approach</h2>

8Flow's AI Workflow Intelligence Platform deployed in 2 days with zero client effort. Key capabilities included:

<ul>
<li>Real-time monitoring enabling proactive workforce management</li>
<li>Cohort analysis comparing high and low-performing agents to reveal workflow patterns</li>
<li>Automation identification surfacing repetitive, high-frequency tasks</li>
</ul>

Analysis of 262 flagged chats revealed that 32% had incorrect resolutions due to mislabeled knowledge base articles, while 60% involved unnecessarily lengthy responses from multi-step processes.

<h2>Results</h2>

In just six weeks, OP360 achieved:

<ul>
<li>14% increase in chats closed</li>
<li>11% higher agent productivity</li>
<li>1.33 hours saved per agent weekly</li>
<li>38% of chats identified for review through ACT analysis</li>
</ul>

<blockquote>"With 8Flow, we saw exactly how our agents were working. That clarity gave us the levers we needed to coach smarter, automate faster." — Sam Collier, CIO</blockquote>

How OP360 Drove Double-Digit Productivity Gains with 8Flow in 6 Weeks

A major travel and hospitality company operates distributed back-office teams across multiple regions, combining in-house staff with outsourced partners. Leaders faced a critical visibility gap: reports came from disparate sources without a unified view, making it difficult to track productivity, manage capacity, or benchmark performance across teams—especially challenging in a hybrid, work-from-home environment.

<h2>The Challenge</h2>

The organization struggled with several key issues:

<ul>
<li>Lack of centralized visibility across in-house and vendor teams</li>
<li>Inability to compare productivity metrics at individual and team levels</li>
<li>Difficulty identifying capacity gaps or operational bottlenecks</li>
<li>Limited capacity for systematic performance improvement</li>
<li>Challenges managing distributed, hybrid workforces effectively</li>
</ul>

Without real-time data, leadership couldn't make informed decisions about coaching, staffing adjustments, or workflow enhancements.

<h2>The 8Flow Approach</h2>

The platform provided immediate, real-time insights:

<ul>
<li>Agent-level productivity metrics tracked minute-by-minute</li>
<li>System usage breakdown throughout shifts</li>
<li>Workload distribution comparisons across teams</li>
</ul>

Workforce managers trained on 8Flow's Real-Time Analysis feature gained immediate visibility into agent performance, enabling targeted coaching and better workload management.

<h2>Results</h2>

Within two weeks, the team achieved:

<ul>
<li>26% increase in agent productivity through real-time visibility</li>
<li>8% increase in cases closed</li>
</ul>

These improvements occurred without additional hiring, system overhauls, or process changes—solely through data-driven management insights.

<blockquote>"8Flow has been especially valuable helping us reduce the operational loss from unproductive hours." — Risk & Compliance Program Manager</blockquote>

How a Fortune 500 Travel & Hospitality Platform Boosted Back-Office Productivity by 26% with 8Flow

We're thrilled to announce that 8Flow has raised a $10 million Series A funding round.

The investment was led by Caffeinated Capital, with strategic participation from ServiceNow Ventures and Okta Ventures, alongside contributions from HNVR, Liquid 2 Ventures, FirsthandVC, and angel investors.

<h2>Why This Matters</h2>

8Flow sits at the convergence of automation, productivity, and AI enablement. Our platform analyzes how work occurs across organizations, provides workflow insights, and automates routine tasks.

The market is demonstrating clear readiness for enterprise software that combines these capabilities. Our initial focus targets operational departments including customer support, IT, and back-office functions.

<h2>What's Next</h2>

This funding milestone validates our mission to introduce automation and intelligence throughout enterprise workflows. We're grateful to our early adopters and invite others to join us on this journey.

The announcement received coverage from Newswire, VentureBeat, and CRN.

8Flow Secures $10M Series A to Power the Future of Enterprise Workflow Intelligence

In this interview, Matt Egan from Okta sits down with 8Flow CEO Boaz Hecht to discuss a fundamental question: How do AI agents actually interact with websites—and what needs to change to make them more effective?

<h2>Key Topics</h2>

The conversation explores several critical themes at the intersection of AI and the web:

<ul>
<li>AI-Web Interaction: How AI agents actually navigate and interact with websites in practice</li>
<li>Software Design: What modifications businesses need to make their platforms "agent-ready"</li>
<li>Digital Accessibility: The broader implications for AI accessibility and user experience</li>
<li>Business Preparation: Why organizations should proactively consider how their platforms support intelligent agents</li>
</ul>

<h2>The Big Question</h2>

As AI agents become more capable, the way software is built needs to evolve. This conversation dives deep into what that future looks like and how companies can prepare today.

Listen to the full interview on the Okta LinkedIn page or through the audio link on our resources page.

Interview: Okta's Matt Egan Talks with 8Flow CEO Boaz Hecht About How AI Agents Navigate the Web

8Flow CEO Boaz Hecht explores how AI-driven hyperautomation is transforming enterprise operations in this guest article for Spiceworks.

8Flow is helping operations teams go way beyond basic automation—by building systems that learn how people work, streamline entire workflows, and drive serious efficiency gains.

<h2>Key Themes</h2>

The article explores emerging trends in workflow management that will shape the future of organizational processes:

<ul>
<li>Why traditional automation falls short for complex enterprise workflows</li>
<li>How AI-driven systems can learn from actual work patterns</li>
<li>The role of workflow intelligence in identifying automation opportunities</li>
<li>Building systems that improve continuously rather than requiring constant manual updates</li>
</ul>

Read the full article on Spiceworks for deeper insights into how hyperautomation is transforming enterprise productivity.

How AI-driven Hyperautomation Can Enhance Business Efficiency

8Flow CEO and co-founder Boaz Hecht joins The Machine Learning Podcast to discuss a fundamental business challenge: many organizations operate with undocumented, invisible internal processes that resist improvement.

<h2>Key Discussion Points</h2>

Core Differentiation: 8Flow distinguishes itself from traditional RPA (Robotic Process Automation) tools by taking an iterative approach rather than requiring comprehensive upfront rule-writing and manual setup.

Topics covered in the episode:

<ul>
<li>Limitations of rigid traditional automation tools in real-world applications</li>
<li>8Flow's methodology for discovering and automating processes progressively</li>
<li>MLOps' role in enabling intelligent process automation</li>
<li>How AI facilitates faster team collaboration and scalability</li>
</ul>

The platform emphasizes visibility as the foundational step toward meaningful automation, allowing teams to observe, understand, and ultimately automate business-critical processes without extensive configuration.

Listen to the full episode on Apple Podcasts.

Podcast Drop: How 8Flow Uses AI to Discover and Automate Hidden Workflows

8Flow CEO and co-founder Boaz Hecht joins customer service expert Shep Hyken to explore how artificial intelligence and automation are reshaping support operations.

<h2>Key Themes</h2>

<ul>
<li>Workflow Optimization: AI streamlines workflows and frees up agents to solve more complex problems</li>
<li>Agent Satisfaction: Better tools lead to happier, more capable agents—and lower churn</li>
<li>Industry Standards: The customer service bar is rising fast, and AI is driving it</li>
</ul>

The podcast addresses how automation eliminates repetitive tasks, enabling support teams to concentrate on intricate problem-solving. Improved tools directly correlate with agent retention and overall customer experience quality.

Listen to the full episode on Spotify.

Podcast Drop: How AI is Redefining Customer Support with Boaz Hecht & Shep Hyken

Legacy workflows. Manual tasks. Outdated systems. These are the "zombies" that haunt support teams—slowing down agents and frustrating customers.

In this vendor column for Smart Customer Service, 8Flow CEO Boaz Hecht addresses a critical challenge facing customer support organizations: the persistence of outdated, inefficient processes that resist modernization.

<h2>The Problem</h2>

Support teams are often trapped by processes that were built for a different era. These "zombie" processes consume agent time, create friction for customers, and prevent teams from delivering the experience they're capable of.

<h2>How AI Can Help</h2>

AI offers a path forward by:

<ul>
<li>Identifying hidden operational inefficiencies</li>
<li>Enabling real-time automation capabilities</li>
<li>Providing visibility into support workflows</li>
<li>Giving operations teams the speed needed to improve customer support from within</li>
</ul>

The key insight is that you can't fix what you can't see. AI-powered workflow intelligence makes the invisible visible, giving teams the foundation they need to modernize their operations.

Read the full article on Smart Customer Service.

Fixing "Zombie" Customer Support Processes with AI

8Flow CEO Boaz Hecht draws parallels between autonomous vehicle development and enterprise automation advancement.

Similar to how self-driving cars adapted through real-world testing, AI-powered hyperautomation must evolve and improve continuously. The path to fully autonomous enterprise workflows shares surprising similarities with the journey toward self-driving vehicles.

<h2>Key Challenges</h2>

<ul>
<li>Brittle systems: Traditional automation lacks the flexibility to handle real-world variation</li>
<li>Black-box AI: Implementations that lack transparency erode trust and hinder adoption</li>
<li>Data security: Vulnerabilities become critical risks during enterprise-wide scaling</li>
</ul>

<h2>The Vision</h2>

The future belongs to automation systems that learn from actual team workflows and generate compounding value over time. Just as self-driving cars get better with every mile driven, enterprise automation should improve with every workflow observed.

Read the full analysis on LinkedIn.

What Hyperautomation Can Learn from Self-Driving Cars

8Flow.ai, a startup focused on analyzing and automating customer support workflows, has emerged from stealth mode and secured $6.6 million in funding.

The financing round was led by Caffeinated Capital, with support from BoxGroup, Liquid2, HNVR, and Trilogy. Notable angel investors include Nat Friedman (GitHub), Michael Scarpelli (Snowflake/ServiceNow), Dave Schneider (ServiceNow), Howie Liu (Airtable), and Slavik Markovich (Demisto/Palo Alto Networks).

<h2>The Team</h2>

The company was founded by Boaz Hecht, previously Co-founder & CEO of SkyGiraffe (acquired by ServiceNow in 2017) and later VP Platform at ServiceNow. The founding team includes Josh Russ and Yev Goldin, who joined SkyGiraffe early and followed through the ServiceNow acquisition.

<h2>The Product</h2>

8Flow.ai offers an enterprise-grade self-learning workflow automation engine integrating with ticketing platforms including Zendesk, ServiceNow, and Salesforce Service Cloud. The system:

<ul>
<li>Learns from individual agent actions and performs task mining</li>
<li>Generates automations for repetitive tasks across ticketing systems, business applications, spreadsheets, customer databases, and CRM platforms</li>
<li>Enables agents to guide AI toward correct resolutions while continuously improving</li>
<li>Provides coaching and executive-level analytics into agent workflows for faster onboarding</li>
</ul>

<blockquote>"8Flow has allowed my team to significantly increase efficiency and accuracy. We save hours using 8Flow to eliminate the need to switch between browser tabs." — FloorFound</blockquote>

<h2>What's Next</h2>

The product will expand beyond customer support to assist finance teams with invoice processing, sales teams with customer onboarding, and operations with inventory management.

8Flow.ai has also achieved SOC 2 Certification, demonstrating our commitment to security and reliability standards.

Resources