Inbenta

Providing linguistic reports with insights into where our content is lacking to answer customer queries, so that we can in turn refine and then monitor whether we are improving in those areas.

The technical team are also quite flexible and quick to cater to our environment.

Backstage can be a little hard to navigate and requires a bit of time to understand where to find data.

We have historically received negative feedback from our customers, in particular with their struggle to find application forms. Since introducing Inbenta our success rate has improved from ~50% success to now being at ~72%. With the insights however that we are getting from backstage and reporting, we are hoping to increase this to ~80% by the end of 2016.

Inbenta makes us and our customers very happy. The implementation was also easier than expected since we only had to add one line of javascript to be up and running. Integrating their intelligent search with our Zendesk has greatly increased our self-service and contact deflection numbers.

Definitely a bit nit picky, but It sometimes feels like there is too much information available.

We were receiving hundreds of support tickets a week from users asking questions answered in our knowledgebase. After implementing the English and Japanese applications, we saw a 7X ROI in both languages as self service rates increased to 91%.

Easy to use, easy to integrate. Great team.

Language support tools and text analitics can be improved.

Managing F.A.Q. in multiple languages. And soon FB chatbot.

I love to work with the Team of Inbenta, they have greats products with the best team!

They have to improve the way you can update multi-language FAQs.

It is a very easy-to-use software for managing your FAQs and reducing the tickets that your Customer Support Team receives on a daily basis!

We hire the services of Inbenta to reduce the tickets that we are receiving each day. Thanks to Inbenta we receives only 10% of tickets after the users search the answer in our FAQs.

I 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.

Take a look at customer sites to understand how they organized their customer-facing knowledge base. It will give you a better visualization into what is important to you, and how your knowledge base should be laid out to the customer. We chose something similar to TicketMaster because icons are alluring and appear to be easier to access information, and we had the "last chance before submitting a ticket" deflection tool which has helped us greatly.

We reduced the number of support tickets

We figured out what people are searching for which prompted us to add more related articles, create tutorials, etc to meet their needs

We are now able to support our Latin American customers more fully with the Spanish database

Inbenta's use of NLP has been very helpful for Farmgirl Flowers. As an SMB, the ability to use Inbenta for FAQ and for e-mail deflection creates additional time for building our business. They are also very responsive, and we're working together on Facebook Messenger integration!

not much, really. every tool requires training, and Inbenta's tools are relatively easy to use!

consider the broader implications and scalability of Inbenta's services, as customer journeys are changing quickly!

We are trying to drive profitable growth of the business while building a fantastic customer experience for Farmgirl Flowers fans and customers!

Besides the technology itself being spectacular, and the implementation being dead simple, I love working with our Inbenta tech and support contacts to build the administrative and user experiences that will drive our customer service efficiency and customer satisfaction. They are always available, always open-minded, and always as excited as we are to devise and deploy new solutions for usage and analytics needs.

They still seem relatively young as a company/platform, and the admin back end is not super sexy and intuitive out of the box. That said, they are very open to suggestions for improvement and development to suit our needs (as well as always available for training and consultation.

Inbenta reps are extremely easy to work with, and their solutions are highly effective. Test drive everything, then pick and choose (and configure as your needs require.

We are trying to gain user traction for self-help in our new support website, as well as deflect contacts. Inbenta has helped us continue to drive and maintain user engagement with the site, as well as deflect potential support tickets with relevant content.

Having an intelligent virtual assistant with Inbenta means providing a great customer experience and at the same time to improve and enrich the work of each customer service agent.

There is really not much to dislike about the products. I really enjoy working with Inbenta.

The self-service ratio of the intelligent virtual assistant at our company has seen a tremendous growth. We can now say that 86% of the contacts that we experience in a daily basis can be answered by our FAQ's search results. The assistant has the capability to give better FAQ's search results to the customer and to allow the customer service agent to deal with real challenges.

What I like best about Inbenta is that it is a powerful and sophisticated yet simple and very cost effective technology to use, backed by a mature lexicon and a highly skilled and supportive team.

There's nothing to dislike in the system from the perspective of our organisation. It's always a balance of cost and opportunity when it comes to using a given technology. From a not-for-profit perspective, the value this service provides is really impressive.

Research your user experience and technical requirements thoroughly, and alternative options available, so you can be sure you're getting the best value on offer.

We are using Inbenta hosted search to point to a multiple of collections, including our website and online communities. For example, we are able to locate community discussion results in-line in the search results from our website content. We're also using the service as a semantic-analytic tool to query online community discussions. While still early days, this 'pre-cooked' function allows us to extract a range of data sets (conversations on differing topics showing multiple criteria in a far more manageable way than if we had to approach the task manually. We are after more than simple "sentiment analysis", looking to retrieve conversations matching multiple topics, location and time.

Powerful, easy-to-use search. Easy to integrate across multiple sources/repositories. Professional, responsive, and helpful support and engineering teams. Advanced linguistics, with support for refining and fine-tuning results through custom rules.

Lack of options for filtering results, lack of understanding of how Auto-completer works (we're getting some inconsistent results

Nice turn-key solution, powerful semantic search, supports custom dictionary/lexicon, provides in-depth usage analytics.

Would like some better control of filtering results.

Providing search as a service for my company's support portal and product documentation site.