Expert System Press Release, 12-9-2008
Expert System Press Release
Expert System Introduces Cogito® Answers to Take Enterprise Search and Self-Help Solutions to the Next Level
New York – December 10, 2008 – Expert System, leading provider of semantic software that searches, discovers, classifies and interprets text information, announces the launch of Cogito® Answers, a semantic search platform incorporating a Natural Language Interface (NLI) designed for enterprise search and customer self help.
With Cogito Answers, enterprise employees can easily access unstructured information found in databases, manuals, Intranets and other corporate resources to complete their daily tasks. Unlike standard technologies, the solution takes into account a companies’ unique language (e.g. acronyms and other lingo). Cogito Answers uses its semantic engine to analyze sentences and identify the meaning of the text rather than matching keywords.
Because Cogito Answers is built with a NLI, customers in need of help or service can receive the most accurate answers to any question asked with the least amount of keystrokes via email, web and mobile devices. Users can type in everyday language, expressing their requests as they would with a colleague and receive an accurate, immediate and direct answer to their query.
For example, if a user typed:
– How can I check my work email from my mobile device?
– How can I forward my work email to my mobile device?
Cogito Answers understands the context in which the words are used within the two sentences are completely different. As such, users receive the correct response because the meaning of the sentences is interpreted correctly.
“Combining semantic technology, natural language processing and self-help gives companies a double advantage,” said Luca Scagliarini, vice president, strategy & business development at Expert System. “On one hand, enterprises can guarantee customer satisfaction due to the punctuality and effectiveness of the service, and on the other hand, enterprises save money and staff resources due to the immediate reduction of the number of requests in to the call center.”
Customer Care has always been one of the most strategic areas for Expert System, as attested by the number of customers who have deployed Cogito for customer service operations: Autostrade per l’Italia (Italian Highways), Genialloyd, Tiscali, Telecom Italia. Cogito Answers allows enterprises to keep track of all interactions with customers and capture all requests sent to the system. This means having a 360-degree view of customer needs and expectations, turning each contact into immediately useful data.
“We have chosen the brand name Cogito Answers because it exemplifies, in a very precise way, the characteristics of our product,” said J. Brooke Aker, CEO of Expert System USA. “The intelligence behind the solution gives users the answers they need immediately, correctly from anywhere through multiple devices.”