Product Overview of Inbenta
Inbenta is an advanced AI-powered platform designed to revolutionize customer service and knowledge management by providing intelligent, personalized, and efficient solutions for businesses.
What Inbenta Does
Inbenta unifies knowledge and accurately distributes information to customers and employees, enhancing the overall customer experience and operational efficiency. The platform uses natural language processing (NLP) and machine learning algorithms to understand and interpret human language, allowing it to deliver accurate and relevant responses to customer queries in real-time. This approach helps in reducing the volume of repetitive support requests, enabling customer support representatives to focus on more complex and unique issues.
Key Features and Functionality
Knowledge Management
Inbenta’s AI-driven knowledge base aggregates knowledge from various sources and dynamically distributes it across all support channels. This includes flexible content management with features for authoring, reviewing, and publishing content, as well as customizable branding and in-form answers.
Search
The platform offers a predictive, intent-based search experience that analyzes the meaning and context of search phrases rather than just matching keywords. This semantic search capability ensures that customers receive relevant and significant results, driving self-service and customer satisfaction.
Chat
Inbenta provides automated conversations with a human-like touch and superhuman accuracy through its chat feature. This includes intelligent chatbots and virtual assistants that can understand and respond to customer queries in real-time, offering personalized recommendations and assistance.
Learn
The Learn solution enables users to learn-by-doing through step-by-step product walkthroughs and interactive tutorials. This enhances customer engagement, boosts sales and marketing efforts, and equips contact center agents with the knowledge and confidence to resolve queries quickly and accurately.
Assist
Inbenta’s Assist feature equips human agents with multi-touch digital workflows, real-time escalation, voice, video, and more. This integration enhances agent performance and support center productivity, allowing for more efficient and effective customer support.
Analytics & Insights
The platform includes advanced analytics capabilities that extract insights to cut costs, boost satisfaction, and unlock growth opportunities. This helps businesses in making data-driven decisions and optimizing their customer service strategies.
Omnichannel Experience
Inbenta ensures seamless interactions across various touchpoints, including websites, mobile apps, messaging platforms, and more. The platform supports multiple languages (over 25 native languages) and offers live translation, voice, and video interactions to deliver a personalized and localized experience.
Workflow Automation
Inbenta streamlines processes and reduces tasks through workflow automation, integrating with existing systems such as CRM, Desk.com, Endeca, Facebook, Google, Salesforce Service Cloud, and Zendesk. This automation boosts efficiency across operations and reduces operational costs.
Composite AI
The platform combines the structure of Conversational AI with the creativity of Generative AI (GenAI) for dynamic and precise interactions, ensuring that customer queries are handled with both accuracy and context.
Benefits
- High Self-Service Rates: Inbenta helps achieve a 90% self-service rate, significantly reducing the volume of repetitive issues and queries.
- Improved Customer Satisfaction: The platform ensures that 90% of customers rate the service as very good or excellent.
- Cost Savings: By automating responses to common queries, businesses can save on operational costs and enhance agent productivity.
- Enhanced Customer Experience: Inbenta provides personalized and efficient interactions, leading to increased customer satisfaction and loyalty.
In summary, Inbenta is a comprehensive AI-powered platform that enhances customer service, knowledge management, and operational efficiency by providing intelligent, personalized, and omnichannel solutions. Its advanced features and functionalities make it an invaluable tool for businesses aiming to elevate their customer experience and drive growth.