Brightcove Integrates GenAI Assistant to Improve Customer Support

Streaming technology company Brightcove has launched its “Brightcove Expert Bot,” an AI-powered chatbot embedded into the internal tools, as a new resource for the customer and product support teams.

By integrating AWS-powered “Amazon Q Business,” the company is utilizing its public documentation, products, and release notes to implement the new generative AI assistant for applications within the media and entertainment technology domains.

Improving the customer support processes enables employees to swiftly access relevant information, troubleshoot technical cases, and analyze support requests. The company can then utilize this data to recommend optimal solutions tailored to their customers' needs.

Deb Richards, EVP of Global Customer Success at Brightcove, said: “Our customer success team is at the heart of our business. 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.”

Further, Scott Levine, Chief Product Officer at Brightcove, shared, "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.”