Keeping Customers Happy and Self-Service with Semantic Search at ING Direct
公司规模
Large Corporate
地区
- Europe
国家
- Netherlands
产品
- Expert.ai Semantic Search Engine
技术栈
- Semantic Search
- Natural Language Processing
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
技术
- 分析与建模 - 自然语言处理 (NLP)
适用行业
- 金融与保险
用例
- 对话机器人
服务
- 数据科学服务
关于客户
ING Direct is part of the ING Group, a global financial leader with a strong European base. The company offers online banking services to its customers. They are committed to providing a simple and efficient customer service experience. To achieve this, they sought to improve their online customer communication portal. The goal was to provide timely and accurate responses to customer inquiries, reducing the need for customers to contact their call center.
挑战
ING Direct, a global financial leader offering online banking services, was looking to improve their customer service experience. They wanted to provide timely and accurate responses to customers online before they had to resort to contacting their call center. The challenge was to create a customer communication portal that could understand written customer inquiries and deliver accurate responses. This required a solution that could handle variations in language, including slang and abbreviations.
解决方案
Expert.ai developed an advanced semantic search engine for ING Direct to optimize search and information retrieval on their customer portal. The advanced semantic engine combines search, analysis and natural language processing capabilities to bring complete semantic and linguistic understanding to customer queries. This includes understanding variations in language such as slang or abbreviations. The semantic engine enables customers to interact with the portal in the same way they would with a live assistant. For example, a customer can ask, “How much does it cost to open a bank account?” and receive an immediate and accurate response. This not only improves the customer experience, but also reduces the number of inbound calls to the call center.
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