Inbenta on Thursday released new application programming interfaces and software development kits that let enterprises customize chatbots.
The company offers an artificial intelligence-powered natural language search and conversational platform.
The new APIs and SDKs facilitate a number of chatbot capabilities:
The tools may be new to users of Inbenta's tech, but they are hardly innovations.
Webhooks, for example, have been around for about a decade, noted Holger Mueller, a principal analyst at Constellation Research.
"Nothing really new here," said Rebecca Wettemann, vice president of research at Nucleus Research.
"From Inbenta, it's going to be important to hear about time to value, speed of integration, and the ability to leverage outside data to improve chatbots dynamically over time," she told CRM Buyer.
Although the announcements aren't groundbreaking, they're "solid blocking and tackling -- a good way to integrate with third-party systems," Mueller told CRM Buyer.
The key to what has been working for Inbenta "is an NLP engine that grows over time and, more importantly, the fact that answers are contextual," observed Ray Wang, principal analyst at Constellation Research.
"In this area of chatbots and expert systems, infinite ambient orchestration is key," he noted.
The chatbot's ability to work automatically with back-end systems is a plus, Wang told CRM Buyer.
Further, the integration of Inbenta's natural language search engine with its Content Digest "is not easy to do," he pointed out, and it's "something only a handful of vendors, including Inbenta, can do."
Seamless escalation is another plus because "most systems have static rules and triggers," Wang said. "It appears Inbenta's doing this in a variable manner."
Chatbots work well to answer Level 1 and 2 questions, he said. More complex scenarios still must be routed to humans, but they "must be tagged so the system learns why they were routed and how that resolution was addressed."
Interest in custom AI chatbots has been growing, suggests a survey of 530 European and North American companies Spiceworks conducted last month. Among its findings: