SOURCE: Inbenta Technologies Inc.

Inbenta Technologies Inc.

May 11, 2016 12:00 ET

Inbenta Unveils "State of Zendesk Integration" Report at Relate Live

Findings Uncover Zendesk Users Optimizing Self-Service Rates With Intelligent Search

SAN MATEO, CA--(Marketwired - May 11, 2016) -  Inbenta (https://www.inbenta.com), the Natural Language search platform powered by Artificial Intelligence, today announced the newly released "State of Zendesk Integration" report detailing businesses that use Zendesk to power their Knowledge Base and Inbenta to provide intelligent search. Through this partnership, integration clients enable their customers to find exactly what they're looking for, right when they need it.

"Within a few short weeks our customers and employees were finding the right answers to their questions. Before, customers might search using a common word that appears many times in our knowledge base and get twenty or more answers," said Megan McCluskey, Senior Program Manager, CX Marketing & Communications at Allegion. "By using Zendesk and Inbenta technology, customers get a refined list of answers that are targeted to resolve their issue. It has really helped increase overall customer satisfaction."

This integration allows users to search Zendesk forums with Inbenta's Natural Language Search. Customers can get relevant answers to their questions immediately by using their own language -- instead of keywords -- pulled directly from their Zendesk content. Users also have access to relevant insights into what their customers are searching for on their site, and what topics need refinement to improve the support experience.

Zendesk Relate Live will be held this week in San Francisco, May 11-12, at the Festival Pavilion Fort Mason. Inbenta will be on hand as premier event sponsors.

"In a crowded market, customer experience is the only competitive advantage a business might have. We are continually looking for ways to expand platform functionality so our users can better serve their customers," said Eric Shen, Integrations Manager, Zendesk. "With Inbenta, we can offer users the power of natural language search so their customers can type their questions or statements instead of limiting them to mere keywords. It provides a much a richer experience."

Report Highlights:

  • Self-Service rate for integration users averaged 82%
  • Only ~24% of customers continued on to live support (e.g., Contact Us)
  • Zendesk integrations have increased by 130% increase (from 2014-2016)
  • Integration customers include change.org, Coupa, Farmers Insurance, and MindBody
  • Verticals served include SaaS, Software, Travel, Insurance, E-Commerce, Marketing, and Telecom

Inbenta integration for Zendesk customers is available through the Zendesk Apps Marketplace https://www.zendesk.com/apps/inbenta.

About Inbenta:

Inbenta specializes in Natural Language Processing and semantic search to improve the customer experience online through Artificial Intelligence-powered technology that helps businesses increase the efficiency of its customer service, call centers, e-Commerce, FAQs and social media platforms. Support services such as dynamic FAQs, knowledge management and and virtual assistants improve business website searches, customer self-service, and e-Commerce conversions.

With a team of expert linguists assigned to each client to help them understand the root cause of queries and make suggestions on updates to FAQs, Inbenta's products help businesses improve the overall online experience offered to its customers. Inbenta's patented technology has greatly reduced incoming customer service emails and calls to call centers for industry-leading companies including Ticketmaster, CA Technologies and Schlage Locks.

Founded in 2005, Inbenta is headquartered in San Mateo, California with offices in Spain, France, the Netherlands, Brazil, and Chile. Follow Inbenta on Twitter @inbenta, or learn more at www.Inbenta.com.

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