PRESS RELEASE: Inbenta, a Natural Language search platform powered by Artificial Intelligence, today announced it has launched on the Desk.com App Hub. Businesses using Desk.com to power a Knowledge Base now have access to a simple integration of Inbenta’s search technology to help customers find exactly what they’re looking for, right when they need it.
“Companies are looking to transform the way they connect with customers, partners and employees to thrive in the age of the customer,” said Todd Surdey, SVP, ISV Sales, Salesforce. “By leveraging the power of the Desk.com App Hub, Inbenta provides customers with an exciting new way to increase self-service rates by searching through meaning, not keywords.”
With a team of expert linguists assigned to each client, Inbenta helps companies perfect their Knowledge Base by explaining misstep queries or missed opportunities to improve FAQs. Combined with the technology, Inbenta users have greatly reduced incoming customer service emails and calls for industry-leading companies including Ticketmaster, Farmer’s Insurance, CA Technologies and Schlage Locks.
With Inbenta integration through Desk.com, you can:
- Use Natural Language Processing to present search results based on meaning, not just keywords;
- Discover which FAQs need refinement to increase your self-service rate;
- Access a comprehensive analytics dashboard to understand your customer’s behavior and interaction with your support portal;
- Deflect incoming tickets and calls by achieving a ~90 percent self-service rate (2015 Self-Service Report)