AI breaks down when knowledge breaks down.
Melissa Solis, CEO of Inbenta, has watched enterprise systems fail for a simple reason: companies can’t surface what they already know. Critical information sits in manuals, scattered databases, and in the minds of employees who are about to walk out the door. When the foundation looks like that, even the best AI produces the wrong answer.
Solis understands that failure point because she’s spent years working with high-stakes data. At GIACT Systems, she built a fraud and risk platform that depended on precise, well-structured inputs to make real-time decisions. Inbenta builds on that principle. The company rebuilt its AI CX platform to make knowledge usable across channels—recorded, organized, and accessible enough for AI to interpret intent instead of guessing. That approach is gaining traction in financial services, government, healthcare, and retail, where accuracy shapes both customer satisfaction and operational cost.
In this conversation, Solis outlines where enterprises fall short on AI readiness, what she learned leading teams through scale, and how she’s thinking about the next phase of customer experience.