Brightcove has announced the integration of Amazon Web Services’ (AWS) generative AI solution into its customer service team.
The streaming technology provider said it has implemented Amazon Q Business, AWS’ new generative AI assistant. Leveraging the solution internally, using its own public documentation, product and release notes, Brightcove aims to deploy the assistant in real-world use cases applicable to the media and entertainment technology sector, bolstering its global services and customer success team.
Brightcove has created the Brightcove Expert Bot, an AI-powered chatbot embedded into internal tools. The resource enables users to find information, solve technical cases, analyse support requests and summarise support tickets, said the company.
Scott Levine, chief product officer at Brightcove, said: “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. 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 prioritising security to minimise risks.”
