Brightcove, a leading streaming technology company, has integrated Amazon Q Business, a generative AI assistant on Amazon Web Services (AWS), to enhance its customer support capabilities. By leveraging AI technology, Brightcove aims to streamline internal processes and provide quicker, more efficient support to its global customer base in the media and entertainment technology sector.

1. Implementation of Brightcove Expert Bot: Brightcove has launched the "Brightcove Expert Bot," an AI-powered chatbot embedded into internal tools, to assist customer and product support teams. The bot enables employees to find relevant information, solve technical cases, analyze support requests, and recommend solutions more effectively.

2. Empowering Customer Success Team: The utilization of Amazon Q allows Brightcove's customer success team to automate tasks, access information faster, and enhance the quality of support provided to global customers. This initiative reinforces the company's commitment to excellence in customer service.

3. Commitment to Innovation: Brightcove's adoption of Amazon Q reflects its dedication to innovation and efficiency. By collaborating with leading experts in AI and leveraging AWS infrastructure, Brightcove aims to enhance its product portfolio and elevate the overall customer experience.

4. Strategic Collaboration with AWS: AWS has been instrumental in enabling Brightcove to implement Amazon Q seamlessly. The partnership emphasizes mutual commitment to innovation and customer-centric solutions.

Expert Insights:

• Deb Richards, EVP of Global Customer Success at Brightcove, highlights the importance of empowering the customer success team with AI technology to deliver unparalleled support.
• Scott Levine, Chief Product Officer at Brightcove, emphasizes the potential of generative AI to improve internal processes and enhance the Brightcove experience.
• Matt Garman, SVP of Sales, Marketing, and Global Services at AWS, underscores the collaborative efforts between Brightcove and AWS to innovate and improve customer experiences.

Brightcove's integration of Amazon Q Business underscores its dedication to leveraging AI technology to optimize internal operations and elevate customer support standards. By harnessing the power of AWS, Brightcove aims to drive innovation and deliver superior services to its global customer base.