Independent study Shows Inbenta AI and Natural Language Processing Solutions - Chatbots - Can Deliver 390% ROI to Enterprises

TEI study reveals improvements in self-service rates, customer service incidents, and customer experience/NPS scores, among other metrics.

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Inbenta

Jun 07, 2017, 10:07 ET

FOSTER CITY, Calif., June 7, 2017 /PRNewswire/ -- Inbenta (https://www.inbenta.com), the natural language chatbot and search platform powered by Artificial Intelligence (AI), today announced research findings that show leveraging Artificial Intelligence and Natural Language Processing solutions in the form of chatbots in enterprise organizations adds significant value in a number of areas, according to an Inbenta-commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting.

"This study serves to confirm what we and many of our customers already know -- chatbots are definitely ready for the enterprise, and can contribute significantly to the bottom line," said Jordi Torras, Inbenta CEO and Founder.

As part of the May 2017 study, The Total Economic Impact™ Of Inbenta, Forrester interviewed Inbenta customers that had implemented Enterprise Search, the InbentaBot and Support Ticketing solutions, and performed subsequent financial analysis on their organizations. The study determined a composite organization based on these interviewed customers would experience benefits of $7.1 million over three years versus costs of $1.4 million, adding up to a net present value (NPV) of $5.6 million and an ROI of 390%.

The quantified benefits experienced by these companies include:

improved self-service rates that allowed them to deflect 60% of customer service support to self-service,
an increase in customer support agent capacity that represented productivity gains, and
improvements in knowledge resource productivity that allow organizations to quickly understand what customers are looking for and deliver relevant content to help solve problems.

Unquantified benefits revealed by the study include:

improved customer experience and NPS scores,
improved sales and website conversion rates, and
improved insight and influence on new product development.

For more information about Inbenta, please visit www.inbenta.com.

About Inbenta:

Inbenta specializes in natural language processing and semantic search to improve the customer experience. Support services such as dynamic FAQs, knowledge management and chatbots 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 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.

For more information about Inbenta, please visit www.inbenta.com.

SOURCE Inbenta