Qaitbay today introduced VersaDoc, a real-time AI knowledge assistant built to help customer service agents manage complex information. The software uses generative AI to retrieve answers instantly from an organization’s internal knowledge base, reducing the risk of error. This development aims to make customer contact more efficient while ensuring that the personal nature of the interaction remains intact.
Qaitbay is a specialized brand of CIMSOLUTIONS, an organization with over 600 IT professionals and 30 years of experience in the field. Their focus is on the practical application of AI and data science in environments where technology and humans work together. With seven offices, the company works on solutions that make work demonstrably more enjoyable and efficient for their clients.
Research shows that contact centers lose up to 30 percent of their time searching for information in fragmented systems. VersaDoc addresses this by structuring organizational knowledge into a context-aware layer for safe AI reasoning. This ensures that agents can rely on a single, verified source of truth during customer interactions, regardless of the complexity of the query.
As customer expectations for immediate service grow, organizations are struggling with rising costs and staffing challenges. VersaDoc provides a solution by improving First Contact Resolution rates and reducing the mental load on agents. This leads to a more professional service environment and ensures that companies can scale their support operations effectively.
In the future, the ability to safely implement generative AI will be a key differentiator for successful customer service organizations. Qaitbay’s VersaDoc provides a roadmap for this transition by focusing on structured, internal data sources. This launch is expected to set a new benchmark for how AI can be used to support and empower frontline employees.
Oliver Talens Qaitbay [email protected]
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