BOSTON - Thursday, 02. May 2024
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
(BUSINESS
WIRE)--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.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240502313162/en/
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Contacts
Media:
Joseph J. Nuñez
Director of Communications & Public Relations
jnunez@brightcove.com
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