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Artificial Intelligence by Inbenta

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  • Tech Tank – Enhancing Customer Engagement with Omni-Channel Self Service
    Tech Tank – Enhancing Customer Engagement with Omni-Channel Self Service John Forrester, CMO, Inbenta Recorded: Nov 15 2017 62 mins
    A recent 451 Group survey shows that 55% respondents prefer self-service tools to avoid calling a customer service agent. Therefore, many businesses today have invested in conversational tools that can help improve the way they interact with customers and nurture relationships across the customer journey.

    This roundtable explores the most effective methods of providing customers with expanded capability to resolve issues on their own first, then seamlessly move to other channels.


    See how to:
    -Integrate different channels, both voice and digital, into a self-service interaction

    -Actively propose self-service to your customers, even before there’s an actual issue to resolve

    -Identify what is crucial when self-service does not answer all the questions

    -Modernize your IVR with a combination of personalization and supplemental features through digital channels

    -Proactively reach out to customers and move from notifications to conversations

    -Deploy enterprise-class chatbots and generate customer and business success
  • Conversational Technologies - The New Breed of Customer Service Experience
    Conversational Technologies - The New Breed of Customer Service Experience Sheryl Kingstone, Research Director of Business Applications for Inbenta Recorded: Oct 9 2017 4 mins
    We are witnessing a dramatic shift in the balance of power between organizations and their customers. Price and products are no longer enough, customers value experiences. Delivering a differentiated experience is necessity for survival. One of 451 Research’s To 10 customer experience trends is Conversational Experiences. We contend that chatbots hold great potential for transforming how organizations interact with customers and employees, but only if enabling a human-like interaction. Our data shows that 55% of survey respondents prefer self-service tools to avoid calling a customer service agent. This can equate to lower wait times and faster customer service

    This research video details the conversational tools that businesses are using to improve the way they interact with customers and nurture relationships across the customer journey.
  • Una Experiencia de Usuario Sublime: Diseñando el Mejor Centro de Asistencia
    Una Experiencia de Usuario Sublime: Diseñando el Mejor Centro de Asistencia Jordi Torras, Jerónimo Gómez, Carlos F González Recorded: Jun 21 2017 49 mins
    No basta con llevar personas a que visiten las plataformas digitales de tu empresa.
    El usuario quiere información confiable, en el momento que la solicita y por el medio en el que realiza su consulta.
    Chatbots y asistentes virtuales están cambiando la forma en la que las empresas se relacionan con sus clientes y usuarios.

    ¿Cual es la razón por la que te debes ocupar del esfuerzo de tus clientes en encontrar lo que quieren?
    ¿Cómo minimizar el esfuerzo del cliente y maximizar la rentabilidad de tu empresa?
    ¿Qué necesita tu empresa para convertirse la mejor en su clase cuando hablamos de asistencia e información?

    Respuestas a estas preguntas y una perspectiva de la revolución que estamos viviendo en el campo de la Experiencia del Cliente es lo que obtendrás en este Webinar gratuito de 45 minutos de duración.

    Los asistentes obtendrán además una copia de cortesía del Reporte Aberdeen "El Futuro del Autoservicio: Una mirada cercana a los Agentes Virtuales y las Tecnologías Cognitivas"

    Te esperamos, regístrate ahora y aparta la fecha!
  • Conversational Technologies- The Catalyst For Customer Service Experience
    Conversational Technologies- The Catalyst For Customer Service Experience Sheryl Kingstone, 451 Research; Jordi Torras, Inbenta; & Phil Jennings, Ticketmaster Recorded: May 23 2017 56 mins
    With 76% of customers preferring digital channels to communicate with businesses and roughly 40% choosing to chat with a business through SMS, social media or Facebook messenger, conversational technologies have forever changed the customer service experience. Learn first-hand from industry peers how smart chatbots are improving the way businesses converse with customers and nurture relationships across the customer journey.

    Join the 451 Group, Ticketmaster and Inbenta for this session to discover how:

    •Digital engagement will shift commerce and service from interactions to conversations [The 451 Group predicts that 80% of all customer interactions will eventually be contained in a self-service channel].

    •Customers want self-service options on their own terms, in their preferred channels, including SMS, web or mobile chat. [The 451 Group data shows 55% of survey respondents prefer self-serve tools to avoid calling a customer service agent]

    •How businesses like Ticketmaster leverage enterprise-class chatbots; key factors to include and what to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; 26% say they plan to build a chatbot as part of their self-service strategy]
  • Roundtable: IVR and Self-service
    Roundtable: IVR and Self-service John Forrester, CMO, Inbenta Recorded: May 9 2017 60 mins
    Much like any other technology, IVRs have evolved significantly. Originally serving primarily as a voice routing engine, IVRs are now taking center stage in the digital customer experience. Additionally, chat remains the number one way customers want to talk to brands and they often want to talk when customer service teams are offline.

    In this webinar you'll hear the following:

    -- Inbenta will discuss an Aberdeen Group report; 55% of companies employ self-service solutions and 26% say they plan to build a chatbot as part of their self-service strategy. Learn how to leverage chatbots and hear how companies are deploying enterprise-class chatbots to generate customer satisfaction and business success. 

    -- Jacada will discuss how IVRs have evolved, and what the IVR of the future can, should, and MUST do to stay relevant. We will discuss topics such as Visual IVR and Conversational Commerce and address YOUR questions.

    -- Through current use cases, Inference Solutions will take you through how to get the most out of your IVR and valued added call handling self-service solutions.
  • The Path to Effortless Customer Experience: How to Win with AI
    The Path to Effortless Customer Experience: How to Win with AI Jordi Torras, Inbenta; Phil Jennings, Ticketmaster; Omer Minkara, Aberdeen Group Recorded: May 4 2017 62 mins
    Customers want superior service without putting in a lot of effort. To meet this need and improve the customer experience, more companies are turning to next-gen self-service technologies, powered by natural language processing and machine learning.

    Learn how your own organization can win with AI technologies by joining us for this webinar, which will be covering:
    The critical role that technology plays in managing customer experience
    What the Best-in-Class have in their technology toolbox
    How to deliver truly seamless customer service
    Which companies are getting it right
  • Why your business needs an enterprise-class chatbot
    Why your business needs an enterprise-class chatbot Jordi Torras, CEO, Inbenta Recorded: Apr 12 2017 50 mins
    Tens of thousands of chatbots were built and launched last year. Most of them failed. Yet chat remains the number one way customers want to talk to brands, and they often want to talk when customer service teams are offline.

    In this presentation, we'll cover:

    - The criteria needed to deploy an enterprise-class chatbot, one that yields effective business results.
    - Natural language processing technology and machine learning.
    - Approaches to integrate with your existing systems and knowledge bases.
  • What Is Natural Language?
    What Is Natural Language? Jordi Torras, Inbenta CEO Recorded: Mar 24 2017 2 mins
    Inbenta CEO Jordi Torras explains the differences between natural and formal language and how computers can be enabled to understand the way humans naturally talk.
  • How Machine Learning & NLP Deliver Results
    How Machine Learning & NLP Deliver Results Jordi Torras, Inbenta CEO Recorded: Mar 24 2017 3 mins
    An explanation of how machine Learning and natural language processing work together in the Inbenta solution to deliver results from day one onward.
  • The Human Future of AI
    The Human Future of AI Jordi Torras, CEO & Founder Recorded: Mar 24 2017 2 mins
    Inbenta CEO Jordi Torras talks about how AI will improve the way people live and allow them to concentrate on what makes us truly human: passion and creativity.

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