Qaitbay today announced the release of VersaDoc, an AI-driven knowledge assistant designed to create a calmer and more efficient work environment for service agents. By using generative AI, VersaDoc retrieves real-time answers from large volumes of complex data. This launch is aimed at solving the common problem of long search times and the resulting errors in customer communications.
Qaitbay is a specialized AI brand within the CIMSOLUTIONS group, which employs over 600 IT professionals across seven regional offices. For over 30 years, they have been at the forefront of providing data science and IT support to organizations worldwide. Their mission is to develop AI solutions that make complex information understandable and reliable in high-pressure work environments.
One of the biggest issues facing contact centers today is the fragmentation of information, which research by McKinsey & Company shows can waste up to 30 percent of an agent’s time. VersaDoc tackles this by transforming documents, procedures, and policy information into a structured knowledge layer. This allows the AI to pull information from multimodal sources, ensuring agents have the right answers instantly.
The current landscape for customer service involves balancing 24/7 availability with a growing complexity of regulations and rising operational costs. VersaDoc helps address these tensions by providing a safe and controlled environment for generative AI to operate. This gives managers peace of mind regarding compliance while agents benefit from immediate, high-quality support during conversations.
As organizations continue to seek ways to use AI responsibly, the importance of data-focused tools like VersaDoc will only grow. Qaitbay’s approach highlights the value of using technology to enhance human performance and workplace satisfaction. The launch of VersaDoc marks a new chapter in the use of AI to solve practical challenges in the customer contact industry.
Oliver Talens Qaitbay [email protected]
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