Brightcove and AWS Collaborate to Improve Support Efficiency

This integration is aimed at supporting the company’s customer success and product support teams by enabling faster and more efficient customer service processes.

Development of the “Brightcove Expert Bot”

As part of this initiative, Brightcove has developed the “Brightcove Expert Bot,” an AI-powered chatbot that is incorporated into the company’s internal tools. This chatbot is designed to help the support teams quickly access necessary information, resolve technical issues, and analyze customer interactions to recommend optimal solutions.

Certified Excellence in Customer Service

Deb Richards, the Executive Vice President of Global Customer Success at Brightcove, highlighted the significant role of the customer success team in the company. She noted that the team’s exceptional service has been recognized with the Support Staff Excellence Certification by TSIA for ten consecutive years. The AI chatbot is expected to further enhance the team’s ability to provide high-quality support.

Strategic Use of AI to Boost Efficiency

Scott Levine, Brightcove’s Chief Product Officer, remarked on the transformative potential of generative AI for both internal and customer-facing operations. He stated that AWS has facilitated the testing and deployment of this technology, ensuring it is easy to manage and secure.

Collaboration with AWS for Innovative Solutions

Matt Garman, Senior Vice President of Sales, Marketing, and Global Services at AWS, commented on the mutual commitment to innovation that AWS and Brightcove share. He expressed enthusiasm about how Brightcove is leveraging its data platform and AWS’s generative AI capabilities to improve service quality and operational efficiency.

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.

News source: https://www.brightcove.com/en/company/press/brightcove-integrates-aws-amazon-q-ai-solution/