LesEchos & ING Direct bank
LES ECHOS, a leading French business newspaper, chose Expert System technology to accelerate its digital development processes through enriched, linked content. Using the Luxid® platform, Les Echos can structure all of its unstructured content, easily link similar or related content, make it interoperable (according to semantic web standards), and connect content from proprietary or open-source knowledge bases.
·More effective operations thanks to greater connectivity among assets
·Greater efficiency in creation and delivery of timely and relevant information for readers
·Improved user experience
“Expert System solutions allowed us to deploy a full-scale semantic approach independently for all of the group’s products. In addition, the value of our solution has increased tremendously thanks to Expert System’s deep economic and financial content management experience. The Luxid® solution enables a range of functionalities that are essential for delivering the full value of content, from the integration of open-source knowledge bases with international standards such as IPTC, to enriching content with semantic metadata.”
EXPERT SYSTEM developed an advanced semantic search engine for ING DIRECT, optimizing search and information retrieval on its customer portal at www.ingdirect.it. The 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.
·Simplified search on the portal www.ingdirect.it and improved user experience.
·Strengthened online customer service while reducing traditional assistance.
·Increased use of the search portal has led to a 46% reduction in call center requests.
ING Direct is always looking for innovative and interactive services that extend the range of our offer and ensure more accurate customer support. 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.