Qaitbay today introduced VersaDoc, a real-time knowledge assistant built to help customer service agents manage complex information during customer interactions. 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 the personal nature of the interaction remains intact.
Qaitbay is a brand of CIMSOLUTIONS, an organization with over 600 IT professionals and 30 years of experience in data science and AI. Their focus is on the practical application of technology in environments where accuracy and speed are paramount. With seven offices, the company works on solutions that make work demonstrably more enjoyable and efficient for their clients.
Research highlights that contact centers lose nearly a third of their time to fragmented documentation and outdated information sources. VersaDoc addresses this by structuring organizational knowledge into a context-aware layer where AI can reason safely. This gives agents the certainty they need to handle complex regulations and policy information without delaying the conversation.
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 service 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 rather than unverified external information. This launch is expected to set a new benchmark for how AI can be used to support frontline employees.
Oliver Talens Qaitbay [email protected]
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