Qaitbay has announced the commercial release of VersaDoc, a real-time knowledge assistant built to optimize customer contact through generative AI. The tool allows agents to quickly find accurate information within an organization’s database, reducing long wait times and errors. This development focuses on providing a smoother service experience while preserving the personal nature of each interaction.
As a specialized brand within CIMSOLUTIONS, Qaitbay has access to the expertise of 600 IT professionals and over 30 years of industry experience. The firm focuses on the practical application of data science and AI in sectors like customer contact where efficiency is critical. Their multidisciplinary team works across seven offices, focusing on creating tools that improve the work experience for their clients.
Research from McKinsey & Company has identified that contact centers lose significant time due to fragmented and outdated information systems. VersaDoc addresses this by structuring organizational knowledge into a context-aware layer where the AI can provide immediate and reliable support. This allows agents to confidently resolve customer inquiries in a single interaction.
The launch of VersaDoc comes as contact centers are under pressure to provide immediate service while dealing with staff shortages and rising costs. By enhancing the reliability of information, the software helps improve First Contact Resolution and customer satisfaction. It also contributes to a more focused and calmer work environment for service professionals.
Moving forward, the successful adoption of AI will depend on systems that prioritize data integrity and managerial control. Qaitbay’s VersaDoc offers a secure and scalable way for organizations to use generative AI responsibly. This innovation marks a significant advancement in the development of AI tools for professional customer service environments.
Oliver Talens Qaitbay [email protected]
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