Inbenta Expands Customer Experience Platform, Allows Companies to Integrate Generative AI Solution of Their Choice

With the addition of multiple generative AI platforms to its solution, Allen-based Inbenta said it intends to cut a company's content development timeline by more than half, "supercharging" their ability to quickly develop customer service responses, chatbot scripts, helpful content pieces, and more.

Inbenta, the Allen-based AI platform purpose-built to optimize customer experience, has launched an extensive generative AI integration that will allow companies to develop and organize their content as they choose.

The Inbenta platform allows for organization to be done instantaneously, with minimal effort, and in a manner that supports the opportunity for oversight and increased compliance, the company said.

We told you about Inbenta’s move from California to Allen in March.

“Inbenta’s integration gives companies the option to harness the power of generative AI in a scalable and responsible way, providing the control, infrastructure and oversight needed in an enterprise setting,” CEO Melissa Solis said in a statement.

“Today’s news represents a massive leap forward for Inbenta’s AI platform approach,” she added. “By adding generative AI, Inbenta is helping companies deploy content faster to improve customer experience, resolve customer service issues, providing a novel way to boost sales and increase revenue. Most competitors in the industry can’t bring the force of value or choice that Inbenta now offers.”

The company’s move to Allen came two months after Inbenta closed a $40 million investment led by Tritium Partners and named Melissa Solis as the company’s new CEO.

Customizable approach to Generative AI

Inbenta said companies will be able to seamlessly add OpenAI, Google, or other leading generative AI platforms into their customer experience workflows and control how, where, and when those platforms are used.

With the addition of generative AI, Inbenta said it intends to cut a company’s content development timeline by more than half, “supercharging” their ability to quickly develop customer service responses, chatbot scripts, helpful content pieces and more.

Companies leveraging Inbenta’s platform will also be able to more easily deploy and track AI generated content and responses across chatbot, search, messenger, knowledge management and other customer experience tools.

By providing choice and the ability to control the review and delivery of AI generated content, Inbenta said it is aiding companies in deploying generative AI in a safer and more responsible manner, allowing them to add layers of human oversight and review of AI generated content.

“Every company has different policies and comfort levels with the use of generative AI, which is why Inbenta took a thoughtful, compliance-focused approach and applied flexibility and control to the integration,” Inbenta Chief Legal Officer Adam Rivera said in a statement. “There’s genuine concern in the market targeted at generative AI on the topics of privacy, security, intellectual property and accuracy. The integration of generative AI into Inbenta’s platform was thoughtfully done to help customers mitigate those risks, and address the market’s concerns, by offering a layered approach that includes customer oversight.”

Inbenta, founded in 2005, said the integration gives companies the option to couple the power of generative AI’s Large Language Models (LLMs) with its own Conversational AI technology, supported by Natural Language Processing (NLP), Neuro-Symbolic AI, and a cross-industry, 35-language lexicon.

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