• March 11, 2016
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Inbenta Integrates with Salesforce’s Desk.com

Inbenta, a natural language search platform powered by artificial intelligence, has launched on Salesforce.com's Desk.com App Hub. Businesses using Desk.com to power their customer support knowledge bases will now have access to a simple integration of Inbenta's search technology to help customers find exactly what they're looking for within on those Web sites 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, senior vice president of ISV sales at Salesforce.com. "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 Inbenta's integration through Desk.com, users can do the following:

  • Use natural language processing to present search results based on meaning, not just keywords;
  • Discover which FAQs need refinement to increase self-service rates;
  • Access comprehensive analytics dashboards to understand customer behavior and interaction with their support portals; and
  • Deflect incoming tickets and calls by achieving a better than 90 percent self-service rate.

"Desk.com offers a full suite of software for customer support, but its [native] knowledge base works off of keywords," says Jordi Torras, founder and CEO of Inbenta. "Inbenta's integration adds natural language and machine learning to make it easier for the solution to find the right answers.

"We take what users ask for in the search bar and, with artificial intelligence, try to understand what they wants and give them the answer that is most relevant," Torras says. "Even if the user's question and the answer do not have the same words in common, we will still find the relevant answer."

The Inbenta search technology also supports searches in a number of languages, including English, Spanish, French, Japanese, German, and about 25 others, according to Torras.

With a team of expert linguists assigned to each client, Inbenta helps companies perfect their knowledge bases by explaining misstep queries or missed opportunities to improve FAQs.

Besides Salesforce.com and Desk.com, the Inbenta search technology also is integrated with similar systems from Zendesk, Freshdesk, and a few other vendors. "We support most customer support systems that have a knowledge base functionality," Torras says.

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