Inbenta Software

Inbenta Software

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About Inbenta

Inbenta is a 4-module Conversational AI Platform that simplifies and automates customer communications. With its powerful NLP technology, the platform is able to understand human language and return the appropriate content whenever a customer has a query. This increases self-service rates, reduces incoming support requests, and frees agents' time, helping them focus on more complex cases. The 4 modules include: - a transactional, high-performing AI chatbot - a knowledge center to help users easily find answers - a semantic search engine to make search easy - a ticketing system to increase agents' performance The solutions easily integrate with existing systems like ERPs, CRMs, IVRs, and a large catalog of solutions, and they can be easily plugged in to pull conte...
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Inbenta User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

5

Customer support

5

Functionality

4.5

Showing 1 - 5 of 11 reviews

Jelle

Company size: 2-10 employees

Industry: Computer Software

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Functionality

out of 5

June 2022

Inbenta is one of my favorites!

My overall experience is just great.

Pros

Working with Inbenta has been very easy, including setting it up. The UI is simple and great. Has been a great addition of software in my team.

Cons

Even though the UI is great it could use more functionalities. Besides that I can't think of anything.

Tanguy

Verified reviewer

Company size: 10,000+ employees

Industry: Insurance

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

December 2021

Un éditeur très adapté à nos besoins.

Meilleure visibilité web par le référencement SEO friendly, diminution des appels à faible valeur ajoutée, permet de bien mettre le pied à l'étrier des solutions conversationnelles sans besoin d'un background technique.

Pros

Un lexique de base très développé qui fait que l'on peut atteindre très facilement 80% de compréhension, pas besoin de devoir gérer une couche sociale, des synonymes, ... tout est "compris de base et en constante évolution". C'est une solution, ou plutôt une galaxie de solutions, en évolution permanente. et capable de gérer une très grande base de connaissance

Cons

Moins puissant, de prime abord, pour comprendre deux intentions ou une intention + un contexte dans la même expression.

Reasons for choosing Inbenta

Présence forte dans notre secteur d'activité avec compréhension native de nos termes clés; facturation à l'usage; souplesse de mise en place.

Vanessa

Company size: 10,000+ employees

Industry: Leisure, Travel & Tourism

Time used: Less than 2 years

Review Source: Capterra

4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

December 2021

Useful AI Chatbot and Live Chat Integration

Overall, we've had great success with the Inbenta chatbot. By providing basic answers to common user questions, it has freed up our call center agents to handle more complex inquiries and transactions.

Pros

The Inbenta chatbot has been an incredibly helpful tool for our platform. It's allowed us to communicate easily with our customers, providing fast responses to common questions that may have otherwise been calls made to our contact center. The natural language capabilities made it easy to set up, and the linguistic tuning allows us to optimize as much or as little as we need. The lexicon is also very helpful, because there's less work for our team when adding modals and we can pull from that extensive library of terms. We also integrated the automated chatbot with our live chat software, and that has worked pretty well for our team, and the agents have found it easy to use.

Cons

For the most part, Inbenta is easy to implement and use. There could be some backend enhancements to make features more convenient. For example, we would love the ability to publish one or two pieces of content, rather than publishing the entire knowledge base. This would allow for updates to be made more quickly in real time, but also let us continue editing other intents without the fear that they'll be published live before they're ready.

Tina

Company size: 51-200 employees

Industry: Non-Profit Organization Management

Time used: Less than 6 months

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

December 2021

I highly recommend Inbenta to improve your customer experience

The Inbenta team is wonderful to work with. They do a lot of hand holding when needed while also providing the tools to get the system up an running on your own. I especially appreciated their working directly with our integration team. They have a great training program that is included with the platform purchase and their response to questions, tickets and requests for assistance are excellent.

Pros

The Inbenta software platform has everything you need to improve your customer experience. We were looking for a software company that provided a chatbot to answer the most common questions asked by our customers. We wanted to lighten the load of our customer service staff who spent a lot of time answering the same routine questions multiple times a day. Inbenta provided a solution to that problem with an AI chatbot and messenger that gave us that and more. The chatbot handles the common questions in a Q & A prompt based system according to customer input and also provide a more "human like" dialogue response system. What's extremely useful is that the customer doesn't get "stuck" with just interacting with the bot. Due to different ways a person may ask a question, their specific needs or language barriers, the bot can also escalate to a human representative, which allows our customer service staff to take over whenever needed. This is definitely a win-win. Our staff handles the more non-routine questions and our customers get responses to their more general questions quickly and efficiently.

Cons

The software definitely has a learning curve, but it has so many well built features it is completely understandible.

David

Company size: 51-200 employees

Industry: Computer Software

Time used: Less than 2 years

Review Source: Capterra

4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

December 2021

Excellent Chatbot and AI Solution

Overall I've had an excellent experience with Inbenta and the Customer Service. They're always available and haven't ever left me hanging.

Pros

Implementation was very easy and straight forward and management after implementation has been a breeze.

Cons

The GUI is laid out in a way that makes it difficult to find things on occasion. There are different methods of saving/updating across pages and it can be tough to remember what to click and when.