Inbenta's natural language processing (NLP) technology has been integrated into Inbenta Enterprise Search for Customer Support and E-commerce.
The Enterprise Search solution scrapes existing knowledge bases, FAQs and help content. Inbenta also offers integrations with Zendesk, Salesforce Desk, Service Cloud and other help desk platforms and is able to receive queries in over 25 languages.
Inbenta E-Commerce Search uses NLP technology to understand the meaning of a customer’s query. The search engine then pulls information from the query such as colors, sizes, prices and product numbers and returns the relevant products and services.
Additionally, this same technology can be applied to conversational chatbots and virtual assistants to provide users using the semantic search engine with a more human-like exchange.
jain from Lawrence foods
Specialty: Food / Beverage
Employees number: 51-200 employees
love the deflection tool to reduce the number of tickets submitted, because it prompts the customer to really consider if they can find their answer on their own. I also love how i can test the way an article appears to the public before it does in the backstage testing area.
I love how easy it was for us to get up and running - from migrating old articles from Zendesk, to creating new ones, to putting it on our site, and later to creating a Spanish database as well.
The back end analytics are so critical for us to know if we need to create a new article or if the way we've written it does not match up with how people are posing a question. For example, we had people saying "no sound" or "audio not working" while our article referred to "microphone settings." We quickly rectified that and watched the number of Items Found increase, Items Not Found decrease, and successful deflections increase.
The auto-filler is not quite as sophisticated as I'd like.
The HTML editor could be improved. It's basic and does the job, but it would be great to control the look and feel a little more, especially with technical charts and comparison columns.