Which are the main features of information search? How can we apply our knowledge on natural languages to create tools that are able to "understand" the needs of Internet users? Which are the main characteristics and difficulties in the creation of those tools?

This week, Judith Sastre, R+D Manager at Inbenta, will be lecturing at the Autonomous University of Barcelona on all this. Starting from practical cases she will try to provide an answer to these questions showing how Inbenta's natural language search system has developed in time.

Are you using a search engine on your website? Do you know how it performs? Search engine statistics bring significant and valuable information that will guide you to evaluate how effective your website is.

Having a search engine on your website will change your visitor's behavior. Very often, search is the default behavior that you will get, and it is the very first operation users do when they access a site.

In many cases, customers don't even take a look at the navigation, they go straight to the search box instead. It really does not matter how many visitors use search as a first or second option; in all cases, making your search engine as performant as possible is necessary.

In this short video you will learn how Inbenta is using Semantic Search and Natural Language Processing to increase website traffic from long-tail Internet search queries in search engines such Google or Bing.

The Google Search Appliance (GSA) is an excellent standard for enterprise search and is very popular in the market, since it is an easy solution to deploy as a search engine for a website.

Nevertheless, the GSA bases its searches on keywords and not on the meaning of the users' questions, and this means that the results obtained are often not relevant to the question posed.

Presenting irrelevant results to the users of our website has a cost. They get a bad perception of the service offered, which hurts the corporate image, not to mention the amount of potential sales or transactions that we could be losing by lowering our conversion rate. In short, you can't afford the cost of having your users not find what they are looking for at the very first try.

Multiplica, an online consulting firm which combines persuasion and usability in a new concept, “persuadability”, and which specializes in conversion rates, and Inbenta, a leader in Natural Language Processing and Semantic Search, have signed a global partnership agreement to work together to help clients increase online conversion rates and customer satisfaction.

With offices in 8 cities and 6 countries, Multiplica will use Inbenta’s technologies in several projects related to “online persuasion”, a concept created by Multiplica intended to increase usability, user satisfaction and online conversion rates. At the same time, Inbenta and its customers will benefit from Multiplica’s experience in online implementation to get their semantic search applications to reach the next level of efficiency.

According to David Boronat, CEO of Multiplica, “This alliance is the result of several years of combined effort in different projects developed by both companies, which have led to great success for our shared customer base”.

With regard to the evolution of online persuasion, Inbenta CEO Jordi Torras said, “This partnership is the result of bringing together the best of two worlds: the knowledge of Multiplica after years of working on conversion, and Inbenta’s technology that makes website searches a much more human-like experience.”

Inbenta's Email and Ticketing System allows companies to deal with large volumes of customer emails and online forms quickly and effectively.

These online forms allow users to enter their question or concern without actually having to use an Email client software. But often, an existent knowledge base could solve the user’s problem without even having to send the Email.

That’s why Inbenta presents “Instant Answers” for our Email management system, it allows users to intelligently find the information they need using our Natural Language platform even before an Email is sent, in real time, while the Email is being typed.

Whenever the customer is not finding a satisfactory answer, or the existing answers are not solving his/her problem, an actual mail is sent, and ticket is registred in Inbenta’s high-performance ticketing system.

As part of our never-ending goal to improve user satisfaction, Inbenta has completely redesigned the functionality of cognitive retention, memory and detection of context in interactions between the users and the virtual assistants. This new feature allows our Assistants to be able to remember parts of the conversation had with the user, resulting in more personalized searches and an easier discussion.

The Virtual Assistant of Iberia, the leading company in the airline sector, is able to remember the user's name, giving the consultations a custom-made feel that increases user confidence in the obtained results and, therefore, in the company.

Using Semantic Search and Natural Language processing technologies on websites has already proven to be a great success in many industries, countries and languages.

The rationale behind it and how a ROI is obtained is easy to understand:

• conversion rate is higher: as users find what they are looking for using their own words, not the author’s words, they will find the product or service the website is offering much faster.
• customer support costs are lower: when users can easily find solutions for their concerns online, they simply won’t contact the call center, nor will they send e-mails for issues that are already solved on the web.

CodeBaby, a company whose award-winning digital characters are shaping the growing online self-service marketplace, today announced its partnership with inbenta, a leader in Natural Language Processing and Semantic Search. Recognizing the expanding market demand for self-service solutions, CodeBaby and inbenta have joined forces to deploy intelligent virtual assistants that increase online conversation rates and customer satisfaction.

The new alliance will deliver technologies through online assistance to web visitors via the CodeBaby Intelligent Virtual Assistant (CIVA) solution which provides digital characters that engage website visitors and seamlessly guides them through the online self-service experience. By driving interaction with the inbenta semantic engine – which incorporates technologies enabling intelligent interactions though its Natural Language Processing solution – visitors dramatically increase their ability to find the information they are seeking online, thereby improving the overall customer experience. This technology reduces operations costs for inbenta customers by diminishing the dependency on customer support professionals.

Inbenta was the company selected by CatalunyaCaixa to implement the latest version of its advanced semantic search engine in its Internet portal.

The solution implemented by CatalunyaCaixa combines the technology of auto-complete and predictive search with the semantic search engine, along with the module of dynamic questions and response assessments. Furthermore, it incorporates the module of campaigns and banners relevant to context in order to boost the user's access to useful information according to their queries.