Qaitbay has officially launched VersaDoc, a new software solution designed to eliminate long search times in customer contact centers. By leveraging generative AI, VersaDoc acts as a real-time assistant that helps agents find accurate answers within complex documentation instantly. This development is intended to streamline customer interactions and reduce the risk of providing incorrect or outdated information.
Qaitbay is a brand of CIMSOLUTIONS, which has a 30-year history of providing IT and data science support with a team of 600 professionals. The company operates from seven offices, focusing on the practical application of AI in environments where technology and humans work together. Their mission is to make work more efficient and enjoyable by simplifying complex information management.
Industry research shows that contact center agents spend a significant amount of time searching for information across fragmented systems, a problem VersaDoc aims to solve. By structuring existing knowledge into a context-aware layer, the AI can reason through multimodal data, including images and diagrams. This provides agents with the certainty they need to handle customer queries efficiently and correctly.
The launch is timely given the increasing pressure on contact centers to deliver immediate answers while managing staff shortages and rising costs. VersaDoc helps improve First Contact Resolution rates, which is a key metric for customer satisfaction and operational success. It also creates a more confident work environment for employees by reducing the frustration of information retrieval.
Looking ahead, Qaitbay’s focus on structuring organizational knowledge will be a critical factor in the responsible adoption of generative AI. VersaDoc gives managers control over quality and compliance while enabling scalable support operations. This launch marks an important milestone in the evolution of AI-driven customer contact solutions.
Oliver Talens Qaitbay [email protected]
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