Brightcove, the premier streaming technology company globally trusted by millions, announced today the integration of Amazon Q Business, a groundbreaking generative AI assistant on Amazon Web Services (AWS). Leveraging this innovative technology, Brightcove aims to revolutionize its customer service capabilities within the media and entertainment technology sector.
Empowering Customer Support with AI
As an early adopter of Amazon Q, Brightcove has introduced the “Brightcove Expert Bot,” an AI-powered chatbot embedded into internal tools. This resource serves as a valuable asset for customer and product support teams, streamlining processes and enabling employees to swiftly access relevant information, solve technical issues, and provide tailored solutions to meet customer needs effectively.
Enhancing Support Processes
By harnessing the power of Amazon Q, Brightcove empowers its global services and customer success team to automate tasks, accelerate response times, and elevate the quality of customer support. The AI expert chatbot assists in analyzing support requests, summarizing tickets, and recommending optimal solutions, contributing to the company’s reputation for unparalleled service excellence.
Commitment to Innovation
Deb Richards, EVP of Global Customer Success at Brightcove, emphasizes the company’s dedication to innovation in customer service. Leveraging AI technology not only enhances operational efficiency but also reinforces Brightcove’s commitment to delivering exceptional support to its global customer base across media and enterprise sectors.
Strategic Collaboration
Brightcove’s collaboration with AWS underscores its commitment to leveraging cutting-edge technology to drive customer success. By partnering with AWS, a leader in cloud computing, Brightcove gains access to robust resources and expertise, enabling seamless integration and deployment of AI solutions to enhance the overall customer experience.
Testimony from Leadership
Scott Levine, Chief Product Officer at Brightcove, highlights the transformative impact of generative AI technology on internal operations and customer-facing workflows. The collaboration with AWS has enabled Brightcove to refine and deploy Amazon Q efficiently, prioritizing security and reliability to minimize risks and maximize benefits for customers.
Commendation from AWS
Matt Garman, Senior Vice President of Sales, Marketing, and Global Services at AWS, acknowledges Brightcove’s commitment to innovation and customer-centricity. The integration of Amazon Q reflects Brightcove’s dedication to improving customer service and enhancing operational efficiency through AI-driven solutions.
About Brightcove Inc.
Brightcove is dedicated to creating reliable, scalable, and secure streaming technology solutions that connect businesses with their audiences worldwide. With a focus on innovation and unmatched expertise in the industry, Brightcove enables businesses to sell, stream, and communicate more effectively across diverse platforms and devices.
Conclusion
Brightcove’s integration of Amazon Q Business exemplifies its commitment to leveraging cutting-edge AI technology to enhance customer service and streamline operations. By partnering with AWS, Brightcove continues to push the boundaries of what streaming technology can achieve, reinforcing its position as a global leader in the industry.
