Brightcove leverages Amazon's AI technology for customer service

Brightcove, known globally for its streaming technology, announced its implementation of Amazon Q Business, a generative artificial intelligence (AI) assistant on Amazon Web Services (AWS), to upgrade its award-winning customer service. The company is utilising the new AI assistant for practical applications relevant to the media and entertainment technology sector, according to its public documentation, product and release notes.

The company, being an early adapter of Amazon Q, has launched "Brightcove Expert Bot", an AI-enabled chatbot incorporated into the internal tools, to provide additional resources for customer and product support teams, thus enhancing its customer support processes. With a focus on increasing effectiveness and speed, the new AI addition is aimed at helping employees swiftly find relevant information, solve technical issues, examine support requests, summarise tickets, and use the results to recommend optimum solutions aligning with their customers' requirements.

"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. "The new AI expert chatbot will enable us to automate timely tasks, find answers faster, and improve the quality of support we provide our global customers."

The company's use of Amazon Q on AWS signifies a considerable leap in Brightcove's dedication to innovation and increasing efficiency through leveraging artificial intelligence. By strategically associating with AI experts and organizations known for their prowess in AI, the company aims to improve service to its extensive base of media and enterprise customers.

Generative AI technology is a game-changer for internal operations and customer-facing workflows says Scott Levine, Chief Product Officer at Brightcove. "As the technology improves our processes, we look forward to incorporating AI across our product portfolio to enhance the Brightcove experience," Levine notes. AWS has been a tremendous partner in this journey, facilitating the testing, refinement and launch of the technology, keeping its deployment straightforward and managing it with minimal risks, he adds.

"With Amazon Q, Brightcove is harnessing the power of its data platform and generative AI on AWS to enhance customer service and experiences while enabling its teams to work more productively and efficiently," said Matt Garman, senior vice president of Sales, Marketing, and Global Services at AWS. Through their shared commitment to customer-focused innovation, Brightcove and AWS seek to improve how businesses operate and interact with their customers.