Inbenta

(12)
4.6 out of 5 stars

Utilizing patented NLP and AI technology, Inbenta is a global software company that provides highly accurate search solutions for customer support, e-commerce and chatbots to understand the meaning behind search queries, leading to a better customer experience and fewer support tickets.

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Inbenta review by <span>Joel S.</span>
Joel S.
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"Inbenta is changing the way we provide Support"

What do you like best?

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.

What do you dislike?

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).

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

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Inbenta review by <span>Lauren S.</span>
Lauren S.
Validated Reviewer
Verified Current User
Review Source

"Gamechanger"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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

What Enterprise Search solution do you use?

Thanks for letting us know!
Inbenta review by <span>Faruk A.</span>
Faruk A.
Validated Reviewer
Verified Current User
Review Source

"Using Inbenta semantic search to integrate multiple collections for search, and for data analysis "

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

Inbenta review by <span>Larisa M.</span>
Larisa M.
Validated Reviewer
Verified Current User
Review Source

"Good search results, great metrics"

What do you like best?

While the natural language search is great, my favorite thing about Inbenta is all the metrics I can get, particularly around contact deflection. It was also very easy to implement in my knowledge base.

What do you dislike?

I would like to be able to create aliases/keyword matches myself rather than rely on their linguistic team to do it. Also, it's not intuitive that the auto-complete search and the full search use different algorithms and will present different results in some cases.

What business problems are you solving with the product? What benefits have you realized?

We wanted to increase our customers' use of our knowledge base articles and reduce unnecessary contacts. Inbenta deflects 25-30% of the initiated contacts on our contact page, and overall we have a greater than 85% success rate for search/contact sessions.

Inbenta review by <span>Zo S.</span>
Zo S.
Validated Reviewer
Verified Current User
Review Source

"Easy to use - instant ROI"

What do you like best?

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.

What do you dislike?

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

What business problems are you solving with the product? What benefits have you realized?

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%.

Inbenta review by <span>Neil H.</span>
Neil H.
Validated Reviewer
Verified Current User
Review Source

"Great Service!"

What do you like best?

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!

What do you dislike?

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

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

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

Kate from G2 Crowd

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