Brightcove integrates AWS-powered gen AI solution

Brightcove, the streaming technology company, 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 using the new assistant internally for real-world use cases applicable to the media and entertainment technology sector.

As an early adopter of Amazon Q, Brightcove has launched the ‘Brightcove Expert Bot’, an AI-powered chatbot embedded in its internal tools, as a new resource for its customer and product support teams. By streamlining customer support processes, agents can effectively find relevant information, resolve technical cases, analyze support requests, summarize support tickets, and use those results to recommend the best solutions to meet their customers’ needs.

“Our customer success team is the core of our business. Their unparalleled service and unparalleled support have made them the Support certification of excellent personnel Through TSIA for ten years in a row,” said Deb Richards, EVP Global Customer Success at Brightcove. “With the new AI expert chatbot, 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 to our global customers.”

“We see generative AI technology as a game-changer for internal operations and customer-facing workflows. As technology improves our internal processes, we are developing ways to implement AI across our product portfolio to enhance the Brightcove experience,” said Scott Levine, Chief Product Officer at Brightcove. “AWS has been a great partner in allowing us to test, refine and launch this technology. They built and managed Amazon Q in a simple way, prioritizing security to minimize risk.”

“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 leverages 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.”