Inbenta

[ICYMI] Are Your Customers Serving Themselves? ?? In the age of instant gratification, customers expect rapid responses and seamless digital experiences. ?? That's where self-service solutions like chatbots and dynamic FAQs come in! These AI-powered assistants let users navigate websites and find answers independently. With customer service teams facing a deluge of online requests, self-service is a game-changer. It increases conversion rates, reduces low-value contacts, and elevates the overall user experience. But nailing self-service is an art — it requires Natural Language Processing (NLP) to comprehend queries accurately and provide tailored responses. The key???A strategic approach that continuously evolves based on user feedback and a powerful AI platform. Get self-service right, and you'll have happy customers serving themselves with a smile. ?? ?? Curious to learn more? Check out our full article on mastering the art of digital self-service: https://lnkd.in/ggDkgBwa #DigitalTransformation #CX #Chatbots #SelfService #AI

??[CASE STUDY]: Here’s how OPPLUS reduced customer service escalations by 84% with Inbenta’s AI platform. OPPLUS, a Malaga-based company specializing in business consulting and optimization, has for 16 years been working with its client BBVA ??, one of the leading financial institutions in Spain and internationally. With a high volume of customer service inquiries from a commercial office network and seeking a more efficient and scalable model, OPPLUS turned to Inbenta for an AI platform purpose-built to optimize customer experience. ?? GOODBYE TO THE TRADITIONAL MODEL ?? OPPLUS aimed to transform the traditional customer service model, which relied on two-tier phone-based support, to a new model prioritizing customer self-service. They did so by integrating Inbenta’s AI self-service platform. OPPLUS’s Business Intelligence team implemented new technology, including a chatbot, knowledge management tool, live chat and an incident management system, shifting the focus to self-service resolution and improving the operational efficiency and overall customer experience. THE RESULTS ? ?? 100% self-service rate ?? 99.09% automated response rate ?? 60% decrease in customer service calls to the management team ?? 60% improvement in cost efficiency ?? 86% Net Promoter Score with their messaging and incident platform WHY INBENTA ?? Inbenta's solutions alleviated the workload from the bank's commercial office network while also providing customers with proactive support. A suite of tools were configured to revitalize the customer experience while improving cost efficiency. Read the full customer story ?? https://lnkd.in/gdqc_cyR #chatbot #AI #CX #customerexperience #opplus #bbva #inbenta

ANNOUNCEMENT: Inbenta will be attending Workday Rising in Las Vegas from September 16-19 with a dedicated meeting room for one-on-one discussions. Trusted by over 1,000 companies globally, Inbenta’s patented AI technology transforms the way employees engage with their organization and streamlines training and HR operations. Provide guided onboarding, illustrate new features, teach company concepts, and offer 24/7 support, all with a single unified platform and industry-leading AI technology. ?+95% response accuracy ?Automate repetitive tasks ?Reduce EX service costs by +60% We’d love to discuss how our solutions can add value to your organization. If you’re interested in exploring how AI technology can optimize your Workday experience, please schedule a time to meet with us. Register today: https://lnkd.in/gDvy5ESu #WorkdayRising #InnovationPartner #AI #HumanCapitalManagement #HR #Workday #Inbenta

[AI in Brief] Unlock the Power of Digital Self-Service with AI: Building Trust and Efficiency ? In this week's AI in Brief, we're looking at how digital self-service is reshaping the customer service landscape. Ready to elevate your digital self-service strategy? Schedule a demo with our AI experts today and experience the difference! Schedule a Demo ?? https://hubs.ly/Q02Myx3H0 #CustomerExperience #AI #ConversationalAI #DigitalSelfService #DataSecurity #Innovation

??[NEW ARTICLE] Unlocking Autonomy: The Rise of Digital Self-Service Solutions We live in an on-demand world. Customers expect instant, 24/7 service. But overloaded support teams struggle to keep up. The solution? Digital self-service. ?? AI-powered chatbots, virtual assistants, and semantic search give customers the autonomy they crave. Let's explore how self-service transforms customer experience. Meet Ashley. She's shopping online late at night when she notices an extra charge at checkout. She tries to find an answer on the company's website but comes up empty. Frustrated, Ashley abandons her cart. The next morning, the company emails Ashley apologizing for the confusion. They've included a link to their AI-powered virtual assistant. Ashley asks about the mystery charge and gets an instant, personalized response. Now understanding the reasoning behind the fee, she completes her purchase. Ashley is delighted. The virtual assistant gave her the autonomy to get immediate answers, even outside business hours. And the company turned a negative experience into a positive one. Virtual assistants and chatbots let customers self-serve 24/7. This boosts satisfaction while freeing up staff for complex issues. And with natural language processing, bots sound more human every day. ? But implementation takes strategy. Companies must understand user needs before rolling out new tech. With testing and feedback, self-service tools continuously improve. The bottom line? Digital self-service is critical for customer experience today. Empower your customers with instant, personalized support. Because when customers feel in control, your business benefits. Read our latest article for more. Want to unlock autonomy for your customers? Let's chat about AI-powered self-service solutions tailored to your business needs ??https://hubs.ly/Q02Myx3H0 #AI #Digital #SelfService #Selfcare #CX #CustomerSatisfaction

Have you noticed your bank's customer service declining lately? You're not alone. According to a new Forrester report, European banks have seen a significant drop in customer experience (CX) quality. The report surveyed over 15,000 consumers across Europe. It found that the quality of CX provided by traditional banks has fallen 6.7 points over the past year. This mirrors a global downward trend in banking CX as new digital disruptors reshape customer expectations. So why should you care? Poor CX directly affects customer retention and satisfaction. One in four customers say they plan to switch banks in the next 12 months due to dissatisfaction. That's a huge lost revenue opportunity for banks. The winners will be the banks that double down on CX to earn loyal customers. At Inbenta, we’ve helped banks around the world – like Santander, Deutsche Bank, BforBank and others – enhance their CX using our AI-powered platform. ?? Ready to transform your CX? Schedule a demo with our AI experts ??https://hubs.ly/Q02Myx3H0 Read the Forrester report here: ??https://lnkd.in/gVxG6UF4 #Forrester #CustomerExperience #Banking #DigitalInnovation #AI #Inbenta

Have you noticed your bank's customer service declining lately? You're not alone. According to a new Forrester report, European banks have seen a significant drop in customer experience (CX) quality. The report surveyed over 15,000 consumers across Europe. It found that the quality of CX provided by traditional banks has fallen 6.7 points over the past year. This mirrors a global downward trend in banking CX as new digital disruptors reshape customer expectations. So why should you care? Poor CX directly affects customer retention and satisfaction. One in four customers say they plan to switch banks in the next 12 months due to dissatisfaction. That's a huge lost revenue opportunity for banks. The winners will be the banks that double down on CX to earn loyal customers. At Inbenta, we’ve helped banks around the world – like Santander, Deutsche Bank, BforBank and others – enhance their CX using our AI-powered platform. ?? Ready to transform your CX? Schedule a demo with our AI experts ??https://hubs.ly/Q02Myx3H0 Read the Forrester report here: ??https://lnkd.in/gVxG6UF4 #Forrester #CustomerExperience #Banking #DigitalInnovation #AI #Inbenta

Website missing key content? Inbenta can help: ---> Uses machine learning to identify negative user signals (like page abandonment and support escalations). ---> Groups similar unanswered queries into clusters for easy resolution. --->Helps you proactively fill knowledge gaps, ensuring customers find what they need quickly. Don’t let a poor user experience drive your audience away!

Join us at the Global CxO Institute New York for: "AI in Customer Support: Balancing Automation and Human Touch" In partnership with Inbenta, this session will explore how to find the perfect balance between AI-driven customer service and human interaction. As AI technology continues to evolve, businesses must integrate AI tools that handle inquiries efficiently while preserving the human touch that customers value. This session will be hosted by Merlin Bise, CTO of Inbenta, a global conversational AI platform company. With over 25 years of experience in developing B2B and AI technology products, Merlin is a passionate advocate for AI ethics and advancement. He leads innovation and strategy at Inbenta, focusing on creating cutting-edge solutions that enhance how businesses connect with customers digitally. Join this session to learn: - Finding the Sweet Spot in AI-Driven Customer Service - Enhancing Chatbot Capabilities - Upskilling Customer Support Teams Don’t miss this opportunity to explore the future of customer support and learn how to effectively blend AI automation with the human touch to deliver exceptional customer experiences. https://lnkd.in/ekgUhS7j #CustomerSupport #AIinCustomerService #GlobalCxOInstitute?

[ICYMI] Is Your Website Leaving Customers in the Dark? ???♀? We've all been there – frantically searching a website, only to come up empty-handed and frustrated. In fact, 88% of users are less likely to return after a bad experience. Yikes! ?? But what if there was a way to shed light on those content black holes? Enter semantic clustering, an AI-powered solution that maps negative user signals to identify gaps in your knowledge base. By understanding the intent behind customer queries, you can proactively fill those holes with consistent, accurate info. ?? The result? Happier customers who can self-serve, reducing support tickets and costs. It's a win-win! So don't leave your audience stumbling in the dark – illuminate their path with semantic clustering. Want to learn more? Check out our latest article here: https://lnkd.in/dqNjzexi #WebsiteOptimization #AI #CustomerExperience #SemanticClustering #SelfService