Marg Inbenta

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.