Brightcove Implements Amazon Q Business

Brightcove has announced 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, analyse support requests, summarise 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," said 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 organisations known for their dedication and expertise in AI to find new ways to super-serve its global base of media and enterprise customers.

brightcove.com