How is the lexicon developed for each of the languages?
A key differentiator of Inbenta’s approach to languages is that we independently develop a core lexicon from scratch using a native-speaking computational linguist. This is reinforced by 10+ years of R&D and our patented natural language processing technology.
Each lexicon is improved on a daily basis by the assigned linguist to increase the shared intelligence for all of our customers.
21 lexical functions are implemented by our linguistic teams to optimize our lexicon’s intelligence. These include a recognition of synonyms, the relationships between words in a sentence and the placement of certain words next to others.
What does this mean?
Our search solutions are able to discover the exact meaning behind your customer’s queries to provide an intelligent experience.
Our natural language processing technology means your customer’s questions will be answered correctly regardless of the synonyms, slangs or misspellings used. This is something solutions relying on keyword search fail to recognize.
Keyword searches will also have difficulties with synonyms and paraphrasing; the Inbenta lexicon is built to recognize and understand the way words are used and how they interact.
For example, if you were on a food delivery website you might see these two questions:
- Can I order by check?
- Can I check my order?
While both are using the same words, semantically they have very different meanings. The first question would be expected to match with an answer about payment methods while the second will be paired with an update on the user’s latest purchase. See below for another example:
People do not speak in keywords, which is why having an intelligent lexicon for your languages is vital to providing your customers with the right answers.
How are the languages tailored to fit my needs?
We can adapt to the demands of your environment and industry by customizing our lexicon to your knowledge base, delivering the fastest time to market. Like a chameleon we can quickly change our features depending on your individual requirements.
As soon as you join us, a linguist will be assigned to your project. The linguist will optimize your knowledge base, suggesting improvements to ensure your answers are matched with user’s questions. This is done by adding the necessary words, semantic relations and disambiguation rules.
Within each of the languages we develop a general and local lexicon. The general lexicon (tier 1) refers to the wider vocabulary of words and phrases used on a daily basis in natural language. The local (tier 2) allows our chameleon-like lexicon to evolve and adapt with your industry’s specific terminologies. For example, a car company will expect their knowledge base to recognize key terms for cars, parts and other industry specific terms they use.
Once the project is live, our linguist will continue to provide all maintenance and upkeep, as well as custom linguistic work when preferred.
The result is an industry leading +90% self service rate that improves customer satisfaction, reduces support costs, and increases revenue.