Inbenta Semantic Search Brings Customer Satisfaction Solutions

December 7, 2012

An innovative small company in Spain that focuses on Natural Language Processing and Semantic Search is expanding business internationally and making some impressive changes. Inbenta, based in Barcelona and Sunnyvale, CA, is an organization developing new computational linguistics and web technologies. The company’s attention to innovation and action is evident in the company’s new deal with Grasshopper, a virtual phone system.

Grasshopper helps small businesses sound professional and stay connected from anywhere. Inbenta’s “Instant Email” functionality dynamically retrieves relevant articles and FAQs as users type emails.

Grasshopper was able to reduce the number of oncoming emails by implementing Inbenta Semantic Search on their Customer Support Portal. We learn about the advantages brought by the company in the article “Grasshopper Reduces the Number of Incoming E-mails by Using Inbenta on Their Customer Support Portal” on PRWeb.

Allison Canty, Social Media and Community Manager at Grasshopper, may have expressed it best:

We saw results almost immediately after implementing Inbenta on our Zendesk powered support site. In the first two months alone, the percentage of unanswered questions went down, from 21.83% to 8.29% and our click-through ratio increased by 34.4%.
“In the first week after implementing Inbenta’s dynamic FAQs on our ‘Submit a Request’ page, we measured a 22.91% deflection rate for Emails/Tickets […]

With strategies geared toward customer service solutions and not simply technology updates, it is easy to see why Inbenta is evolving and catching fire worldwide. We look forward to seeing what the company will continue to offer and hope the focus on customer satisfaction becomes a trend in the market.

Andrea Hayden, December 7, 2012

Written by Stephen E. Arnold · Filed Under News, Search, Text processing

Comments

2 Responses to “Inbenta Semantic Search Brings Customer Satisfaction Solutions”

beyond_search on December 7th, 2012 9:30 am

RT @BeyondSearch: Inbenta Semantic Search Brings Customer Satisfaction Solutions: http://t.co/EsdMhwvt
jtorras on December 7th, 2012 3:06 pm

RT @BeyondSearch: Inbenta Semantic Search Brings Customer Satisfaction Solutions: http://t.co/EsdMhwvt

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Stephen E. Arnold monitors search, content processing, text mining and related topics from his high-tech nerve center in rural Kentucky. He tries to winnow the goose feathers from the giblets. He works with colleagues worldwide to make this Web log useful to those who want to go "beyond search". Contact him at sa [at] arnoldit.com. His Web site with additional information about search is arnoldit.com.