LAS VEGAS, May 9, 2017 /PRNewswire/ -- Inbenta, the company behind enterprise-grade artificial intelligence (AI) solutions, today announced its inCloud Ecosystem (iCE) partnership with inContact, a NICE company (NASDAQ: NICE), the leading provider of cloud contact center software. As part of the iCE partnership, Inbenta will give organizations the ability to add highly conversational, AI-powered chatbot technology to their inContact cloud contact center software.
inContact offers a unified suite of omnichannel routing, workforce optimization, analytics, and voice as a service – all delivered on an enterprise-grade open cloud platform. The combination turns traditional contact centers into experience centers that offer personalization and smart action in real time.
The availability of Inbenta's conversational chatbot technology via the inCloud Marketplace gives inContact's enterprise customers the most advanced chatbot/virtual agent experience. Inbenta AI-powered technology uniquely combines artificial intelligence with natural language processing; the result for inContact users is a hybrid chatbot functionality that learns over time, based on customer questions, to increase customer happiness and improve call resolution.
An important part of the inContact/Inbenta integration is the ability to have "conversational context" carryover; i.e., transition of the full conversation to a live agent, should one be needed. This carryover capability, which occurs in real time and with fully configurable escalation triggers, is available out-of-the-box for easy enterprise adoption.
"inContact is a true innovator in the contact center field. Its cloud offerings have transformed contact center performance for both enterprise users and their customers," stated Jordi Torras, Inbenta CEO and founder. "Inbenta is a natural fit for the inContact partner ecosystem. We're confident inContact users will be excited to add our intelligent, conversational chatbot capability to enhance their customer service experience."
"Inbenta AI-powered chatbot technology is transformative. It takes customer self-serve to a new level for everything from purchases to customer support, drawing from knowledge bases, FAQs and other enterprise systems," noted Rajeev Shrivastava, Chief Strategy Officer for inContact. "The addition of Inbenta technology, through the inCloud Ecosystem Partner Program, gives our user base an important, seamlessly integrated, and immensely valuable service alternative."
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.
About inContact, a NICE company:
inContact is a cloud contact center software leader, with a complete, easy and reliable solution to help organizations achieve their customer experience goals. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact continuously innovates in the cloud and is a provider that offers a complete solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem. inContact is a part of NICE (Nasdaq: NICE), a worldwide leading provider of both cloud and on-premises enterprise software solutions, helping organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 22,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions. For more about NICE, visit www.nice.com. To learn more about inContact, visit www.incontact.com.
- Watch an introduction to Inbenta: https://youtu.be/J5V-f5kBS_Y
- Watch an introduction to Inbenta's Chatbot Development Platform: https://youtu.be/NhkZ81QnKdY
- Press Images: http://bit.ly/29qackh
- Follow Inbenta on Twitter: @inbenta