Innovative solutions for Customer Care, 10-5-2007
Expert System, the leading provider of semantic intelligence software that discovers, classifies and interprets text information, announced today that it has expanded its collaboration with Telecom Italia with the launch of an innovative conceptual search engine for the company’s web sites.
The new conceptual search engine, based on Expert System’s patent pending Cogito® technology, improves user experience by reducing the time needed to find information online, and by enhancing the quality of the answers obtained by users. Cogito analyzes questions entered in natural language, and automatically identifies all of the possible synonyms of the concepts entered to ensure it fully captures the search intent of the users and selects the exact answer available from the Telecom Customer Care knowledge base. For example, the user can simply enter “bill” and the results of the search will also include pages that contain words like “invoice.” While if the user is interested in more precise information, he or she can enter “How do I pay my bills?” and receive the exact instruction extracted from the available knowledge base.
“We are very pleased with this collaboration because it proves the value we can provide in areas, like Customer Care, which is strategic for all companies,” explained Stefano Spaggiari, CEO, Expert System. “With the launch of this innovative conceptual search, Telecom Italia’s web sites can now continue to support the huge amount of requests coming from their users, at the same time, optimizing quality and quickness of replies, thus enhancing the user experience.”