Brightcove Integrates New AWS-Powered Generative AI Solution to Enhance Its Award-Winning Customer Service
May 02 2024 - 9:00AM
Business Wire
As a streaming market leader, the video
technology provider became an early adopter of Amazon Q, a
generative AI–powered assistant, to increase customer support
efficiency and quality
Brightcove (NASDAQ: BCOV), the world’s most trusted streaming
technology company, today shared it has implemented Amazon Q
Business, a new generative AI assistant on Amazon Web Services
(AWS). Using its own public documentation, product, and release
notes, Brightcove is leveraging the new assistant internally for
real-world use cases applicable to the media and entertainment
technology sector. Brightcove is tapping into the technology to
build a program to equip its global services and customer success
team to further bolster its award-winning customer service.
As an early adopter of Amazon Q, Brightcove has launched the
“Brightcove Expert Bot,” an AI-powered chatbot embedded into the
internal tools, as a new resource for the customer and product
support teams. Streamlining its customer support processes enables
employees to quickly and effectively find relevant information,
solve technical cases, analyze support requests, summarize support
tickets, and use those results to help recommend the best solutions
to meet their customers' needs.
“Our customer success team is at the heart of our business.
Their unmatched service and unparalleled support have earned them
the Support Staff Excellence Certification by TSIA for ten years in
a row,” says Deb Richards, EVP of Global Customer Success at
Brightcove. “With the new AI expert chatbot resource, we are
finding new ways to empower the team to automate timely tasks, find
answers faster, and make a difference in the quality of support we
provide our global customers.”
Brightcove's use of Amazon Q on AWS marks a significant step in
the company's commitment to innovation and increasing efficiency by
leveraging artificial intelligence. Brightcove is strategically
collaborating with leading experts and organizations known for
their dedication and expertise in AI to find new ways to
super-serve its global base of media and enterprise customers.
"We view generative AI technology as a game-changer for internal
operations and customer-facing workflows. As the technology
improves our internal processes, we are developing ways to
implement AI across our product portfolio to enhance the Brightcove
experience," says Scott Levine, Chief Product Officer at
Brightcove. "AWS has been a great partner in allowing us to test,
fine-tune, and launch this technology. They built Amazon Q in an
easy way to deploy and manage while prioritizing security to
minimize risks."
“Brightcove and AWS share a commitment to innovating on behalf
of customers,” said Matt Garman, senior vice president of Sales,
Marketing, and Global Services at AWS. “With Amazon Q, Brightcove
is harnessing the power of its data platform and generative AI on
AWS to improve customer service and experiences while enabling its
teams to work more productively and efficiently.”
For more information, visit Brightcove.com.
About Brightcove Inc.
Brightcove creates the world’s most reliable, scalable, and
secure streaming technology solutions to build a greater connection
between companies and their audiences, no matter where they are or
on which devices they consume content. In more than 60 countries,
Brightcove’s intelligent video platform enables businesses to sell
to customers more effectively, media leaders to stream and monetize
content more reliably, and every organization to communicate with
team members more powerfully. With two Technology and Engineering
Emmy® Awards for innovation, uptime that consistently leads the
industry, and unmatched scalability, we continuously push the
boundaries of what video can do. Follow Brightcove on LinkedIn, X,
Facebook, Instagram, Threads, and YouTube. Visit
Brightcove.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240502313162/en/
Media: Joseph J. Nuñez Director of Communications &
Public Relations jnunez@brightcove.com
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