Expert System Develops Semantic Solution to Optimize Online Customer Assistance for ING DIRECT


27 Sept 2012

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Expert System announced today that ING DIRECT, the world’s largest online bank, has chosen its semantic software to optimize search and information retrieval on its customer portal at www.ingdirect.it. Launched in June 2012, the new search portal helps customers quickly find the content they need, resulting in a 46% reduction in call center requests.

The advanced semantic engine developed for ING DIRECT is a combination of two powerful semantic products: Cogito Search Explore Engine for semantic search and analysis, and Cogito Answers for natural language processing. Together, they bring a complete semantic and linguistic understanding to customer queries, taking into account variations in language such as slang or abbreviations, and result in the effective and immediate retrieval of answers to online requests.

“Expert System is focused on providing solutions that help companies take advantage of information for the benefit of not only their customers, but also the bottom line,” said Luca Scagliarini, Vice President of Strategy & Business Development, Expert System. “The new search engine is a win for ING DIRECT customers who benefit from immediate access to information wherever they are, but also the internal benefits of reduced costs and greater customer satisfaction.” 

“ING Direct is always looking for innovative and interactive services that extend the range of our offer and ensure more accurate customer support,” said Harald Havenith, Vice President of Digital Channels, ING DIRECT. “Expert System’s semantic technology has allowed us to implement a system that improves identification of customer needs, allowing us to satisfy them quickly and effectively while improving our call center performance.”


ING DIRECT is the world's leading direct bank with 15 million customers and assets of over 300 billion Euros. It is part of the Dutch group ING, one of the leading banking and insurance groups worldwide.