Inbenta

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!

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.

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.

I love the back end analytics, and the fact that the reports are customizable. This helps us identify gaps in content.

I dislike the fact that some of our commonly used words are difficult to configure in the Inbenta linguistic database.

Know how your target audience uses search and try to configure your Inbenta environment to follow that setup.

We are gradually lessening the burden on our Support agents by improving our content on our Knowledge Base. We recently implemented case submission online and are seeing some contacts deflected through Inbenta.

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.