Biographical Information
Jordi Torras
CEO and Founder, Inbenta
Jordi Torras is the CEO and Founder of Inbenta, a company that specializes in Artificial Intelligence, Natural Language Processing and semantic search to improve customer support and e-commerce. Jordi founded Inbenta in 2005 to help companies improve online relationships with their customers. Thanks to a team of expert linguists, Inbenta has amassed a language lexicon that now reaches nearly all of the world's native speakers. Today, Inbenta's patented technology helps to greatly reduce incoming customer service emails and calls to call centers for industry-leading companies including Ticketmaster, CA Technologies and Farmers Insurance.
Articles by Jordi Torras
Why Findability is the Key to Ultimate Self-Service
07 Jul 2016
In customer service, 90% of consumers who have made an online purchase said they used site search to access self-service content. However, many users find themselves frustrated when they can't find the desired information in an immediate way. That's because most websites today are still relying on keyword-based navigation…
Creating the Perfect FAQ
07 Jul 2015
FAQs (frequently asked questions) make up more than 80% of incoming support questions by e-mail or telephone; however, 67% of consumers say they prefer a self-service channel to calling customer service for support (Forrester Research). It goes without saying then, that the FAQ section is one ?of the most important resources a website can offer customers.
Self-service not only reduces costs by deflecting calls or email, but it also frees up customer service resources for more complex issues . . . .