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Telecom Italia
 TELECOM ITALIALeader in Italy and in Europe for the offer of innovative services, Telecom is a multi-medial group which works in the sectors of fixed and mobile telecommunication, internet and media, office and system solutions and research and development.
In Italy, the Group also includes: - Telecom Italia, main national operator and one of the most important at an international level in the field of fixed telecommunication;
- Tim, key player in the development of the TLC mobile phone sector.
Telecom 187.it, 191.it and Alice: Conceptual Search Engine ObjectivesOptimize customer care activities Improve on-line assistance service for 187.it, 191.it and Alice.it websites Reduce search times for on-line information requests Improve answer quality for users after an on-line search
SolutionCOGITO® Semantic Search BenefitsReduced response time following on-line searches carried out by the user Increased precision and relevance of results from on-line searches Improved customer care services
How it worksExpert System created a special version of COGITO® Semantic Search, an automatic conceptual search system based on semantic logic. It has an intuitive interface that interprets requests sent by users for Telecom Italia's Customer Care.
The system allows users to ask for information in natural language and quickly provides the most appropriate answer with any supporting FAQs. For example, by comparing the search results for the word "billing" on the 187.it portal using the semantic engine COGITO® Semantic Search to the results obtained from the same search performed with any statistic engine, the advantages of semantic technology are immediately apparent. With the statistic engine a unique result is obtained- a page of the web site that contains the word "billing" (recently on the Telecom portal, the word "billing" has been replaced by "telephone check", "invoice", etc.). The same search with Expert System's semantic engine provides all pages of the site that contain "billing". Additionally, the semantic engine reports pages with "invoice" or "telephone check", etc. because the system correctly interprets these terms as synonyms of the searched word.
ResultsBefore After
Tim.it: Conceptual Search Engine ObjectivesOptimize customer care activities Improve on-line assistance Enhance the quality of searches on the web site tim.it
SolutionCOGITO® Semantic Search
Benefits
Reduced time and costs of customer assistance Better quality and relevance of the results of online searches Increased customer satisfaction
How it worksTIM has chosen an advanced search engine that enables the user to find exactly what he or she is looking for thanks to the intuitive interface, the “natural” way to write the query and above all, the intelligence of the system.
The system understands the meaning of the question, searches the terms and their possible synonyms and provides in real time, the most appropriate answer.
For example, if the user types “sms” in the search box, the engine interprets the meaning of the request and retrieves quickly the right contents, selecting the information on the portal and searching for texts containing “sms” or other words with the same meaning, for example, “text message”.
This agreement strengthens the collaboration between Expert System and Telecom Italia, which is already using Expert System’s semantic software to power the search of its Customer Service sites. ResultsBefore After Number of requests submitted via mobile phone is reduced, thus avoiding excessive costs for the company Increased customer satisfaction
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