Artificial Intelligence: Use of AI and Natural Language Processing to effectively meet customers support needs online
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Inbenta is a company founded in 2005 in Barcelona that provides artificial intelligence solutions for financial services organizations. It has 6 offices worldwide with 80 employees serving over 100 key accounts. Inbenta uses natural language processing and machine learning techniques to understand language and instantly answer customer questions, reducing emails and calls to contact centers by 40% while improving customer satisfaction.
Artificial Intelligence: Use of AI and Natural Language Processing to effectively meet customers support needs online
- 1. inbenta
- 2. dedicated to Artificial Intelligence for Financial services organisations founded in 2005 in Barcelona 6 offices, worldwide coverage with 80 employees 100+ Key Accounts inbenta 2 inbenta ©
- 3. Artificial Intelligence 3 inbenta © probabilistic reasoning machine learning knowledge management robotics speech to text natural language processing image recognition representation of human expression natural language processing
- 4. Natural Language Processing (NLP) 4 inbenta © Understand the meaning of sentences.
- 5. Answer instantly and automatically to any Questions made by Online customers Or Advisors Natural Language Processing (NLP) 5 inbenta ©
- 6. Dynamic FAQ 6 inbenta © What supporting documents for a loan ? Here what you need: • your bank identity statement (IBAN) • proof of address (electricity bill, phone bill, rent ..) • photocopy of your ID Card • photocopies of your last two payslips (if you are employed, click here) Apply for a loan
- 7. Dynamic FAQ 7 inbenta © How to allow a full refund ? To allow a full refund, check if the customer has subscribed for the A+ service. • If Yes • The full refund would be free of charge • If Not • The full refund would be charged 3% of the refund Learn more about the A+ service
- 8. Dynamic FAQ 8 inbenta © To allow a full refund, check if the customer has subscribed for the A+ service. • If Yes • The full refund would be free of charge • If Not • The full refund would be charged 3% of the refund Learn more about the A+ service Natural Langage Processing How to allow a full refund ? FAQs Linguistic service 80% good answer rate
- 10. 2 main objectives 10 inbenta © Client satisfaction
- 12. Speed of processing emails and calls 12 inbenta © +200%
- 13. 2 main objectives 13 inbenta © Client Satisfaction with immediate answer Cost reduction&
- 14. Emails/Calls reduction to the contact center 14 inbenta ©
- 15. Emails/Calls reduction to the help desk 15 inbenta © -40%
- 16. 2 main objectives 16 inbenta © Client satisfaction with immediate answer Cost reduction with email/call reduction &
- 18. Conclusion 18 inbenta © Easy to access, in front of traditionnal contact points First client channel in volume 40% email/chat reduction First support channel in volume 40% cost reduction