The State of Washington

With a very limited search capability, a lack of connection across multiple websites and a flux of incoming customer questions, the State of Washington asked Inbenta to help them evaluate their existing Knowledge Base capabilities and to design a semantic search that would address their roadblocks. Inbenta discovered a lack of an easy-to-use search for customer self-service; limited connections and access to multiple agency websites in their website ecosystem; no analytical reporting to guide user behavior and customer support activities and no linguistic analysis to provide insight into customer search experience.  In the end, the problems identified pointed to a major issue: No semantic search technology was in place that could serve as an excellent self-service outlet for customers and ensure consistency and ease in their answers across their websites.

State of Washington Website

Since deploying Inbenta, the State of Washington has over a 99% self-service rate on their websites.

 

Our semantic search now empowers 6 high level websites for the state government including the Secretary of State, the Department of Commerce, the Department of Revenue, the Employment Security Division, Labor & Industries, and the Washington Office of Minority & Woman’s Business Practice.

 

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