The State of Washington is the 18th most extensive and the 13th most populous state in the Untied States. The government of the State of Washington wanted to improve their customer's experience by creating an easy way to find information across their multiple websites.
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.
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.