3rd Party Remote Call Monitoring Feature

As artificial intelligence becomes more, well, intelligent and capable of aiding people in completing their daily tasks, its viable applications grow exponentially as a result. There are some that expect, for example, that artificial intelligence will be the future of IVR (interactive voice response) systems, reducing the need for live call center agents. In a similar vein, there’s a strong argument to be made in favor of virtual assistants, powered by artificial intelligence, helping to save businesses from customer service nightmares.

Although these use cases are compelling, they likely won’t be truly viable in the immediate future. In the meantime, Inbenta, a natural language search platform, is changing the way we search for information by harnessing the power of artificial intelligence.

Inbenta recently expanded the reach of its advanced search capabilities by launching on the Desk.com App Hub. As such, businesses using Desk.com to power a Knowledge Base (News - Alert) now have access to a simple integration method of Inbenta’s search technology to help customers find exactly what they’re looking for, right 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, SVP of ISV Sales at Salesforce. "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."

Inbenta assigns a team of expert linguists to each client to help companies perfect their Knowledge Base by explaining misstep queries or missed opportunities to improve FAQs. With help from Inbenta’s technology, users have managed to greatly reduce incoming customer service emails and calls. Inbenta customers include industry-leading companies like Ticketmaster, Farmer's Insurance, CA (News - Alert) Technologies and Schlage Locks.

Inbenta’s integration with Desk.com offers the ability to use Natural Language Processing to present search results based on meaning rather than keywords. Desk.com users can also discover which FAQs need refinement, access a comprehensive analytics dashboard to better understand customer behavior and interaction, and deflect incoming tickets and calls by achieving a self-service rate of roughly 90 percent.