How CERN Faces the Pandemic the Digital Way – A Customer Success Story

We are very pleased to have a new strategic partner, Ilem S.A., that enables us to expand our services throughout the Swiss Market.

Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. They are headquartered in Switzerland, and also have offices in France and Morocco.

Collaboration Success Story: CERN

In the context of the health crisis linked to the COVID-19 pandemic, the European Organization for Nuclear Research (CERN), one of the world’s largest and most respected centers for scientific research, faced a rapid and significant increase in human resources-related inquiries.

Both internal and external users (candidates, visitors, partners, etc.) had questions regarding daily business operations, health coverage, remote working, access to the facilities and travel possibilities.

As a consequence, CERN asked our partner Ilem to support them with the implementation and enrichment of a Chatbot solution in order to manage this explosion of requests. After careful evaluation, they decided to work with Inbenta and Ilem managed to implement and deliver the Inbenta Chatbot solution to CERN in only 48 hours. After 5 days of internal testing to enrich the knowledge base, QUARK went live on the CERN website.

QUARK is set up both in French and English and delivers a response rate of 93%. In case it doesn’t have the knowledge required to respond effectively, it hands over the user query to the CERN helpline.


With 15 years of experience and over 250 customers globally, Inbenta has built a solid reputation and can help you supercharge how you interact with your users, thanks to our patented and proprietary NLP technology. Want to know more? Get in touch today!

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