Semantic Software for Customer Care, 6-23-2008
Expert System, leading provider of semantic software that discovers, classifies and interprets text information, today announces Autostrade per l’Italia (Italian Motorways) has implemented Cogito® Answers to increase the efficiency of its customer service and support operations.
Using semantic recognition and analysis, Cogito Answers has provided an automatic categorization and sorting system for Autostrade per l’Italia’s 20,000 emails per month, allowing the company to respond to customers’ requests quickly and efficiently. Autostrade per l’Italia is the number-one concessionaire in Europe for motorway construction and management, serving Europe’s largest metropolitan areas.
The organization received 240,000 customer emails in 2007 and 120,000 in just the first five months of 2008. Identifying high-priority messages within the thousands emails and responding to them quickly is critical to improving traffic and problem areas on the roadways; however, Autostrade per l’Italia was managing these emails manually, slowing down the response time for customer care activities. Cogito Answers automatically analyzed and labeled each email by subject and entered them into a specific category tree (telepass, sales and logistics, traffic information, information on road conditions, etc.). Autostrade per l’Italia’s email messages were then sent to the most knowledgeable customer service operator so customers were receiving the best responses.
With Cogito Answers, the organization was able obtain rapid feedback on the themes faced by the clients, accompanied by qualitative data (on the problems met) and quantitative (processed data). In detail, Cogito Answers:
- Analyzes the content of all emails sent by clients;
- Understands the requests expressed in each message, thanks to semantic technology;
- Automatically classifies the emails in proper categories; and
- Sends messages to the best-informed operator who can immediately respond to requests.
“Our solution was designed not only to quickly face the large amount of “traffic” driving into the customer service inbox, but also to offer to Autostrade a tool to understand the needs of its customers,” said Brooke Aker, CEO of Expert System’s U.S. subsidiary. “By understanding the semantics of the emails, prioritizing and categorizing them, then automatically sending them to the appropriate employee, Autostrade can now satisfy its customers immediately and in the best possible way.”