Inbenta expands its customer experience platform beyond text, adding step-by-step tutorials to address changing consumer preferences
DALLAS, Aug. 15, 2023 /PRNewswire/ — Inbenta, an AI platform purpose-built to optimize customer experience, today announced its acquisition of Horizn, a provider of easy to embed interactive product demos, further expanding Inbenta’s customer experience platform. The acquisition adds a new component to Inbenta’s customer service toolkit, allowing companies to rapidly develop, edit and deploy helpful step-by-step tutorials, improving self-service and reducing agent escalation.
The acquisition of Horizn comes as businesses are increasingly looking to leverage visually engaging content in their help centers and other customer service settings to improve customer experience and employee training. In most instances, Horizn has shown to reduce agent escalations in favor of self-service in 80% of cases. Horizn has also been able to establish a large customer base with leading financial institutions in the U.S., Canada, and the U.K.
