Keeping Customers Happy and Self-Service with Semantic Search at ING Direct
Company Size
1,000+
Region
- Europe
Country
- Netherlands
Product
- Expert.ai Semantic Search Engine
Tech Stack
- Semantic Search
- Natural Language Processing
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
Technology Category
- Analytics & Modeling - Natural Language Processing (NLP)
Applicable Industries
- Finance & Insurance
Use Cases
- Chatbots
Services
- Data Science Services
About The Customer
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.
The Challenge
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.
The Solution
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.
Operational Impact
Quantitative Benefit
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