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FinecoBank chooses Expert System for customer care solution

24 February 2016

Modena, February 24, 2016

The customer self-care solution powered by Expert System’s Cogito improves customer satisfaction and engagement delivers an innovative, satisfying and more efficient customer experience

FinecoBank, the multi-channel bank of the UniCredit Group, has chosen the Cogito semantic technology from Expert System, (EXSY.MI), the leader in multilingual cognitive computing technology for the effective management and exploitation of unstructured information. Cogito will optimize FinecoBank’s customer service operations, enabling easier, more satisfying dialogue between customers and the bank through all of their digital channels.

With the adoption of the Cogito semantic technology, FinecoBank customers have access to a unique self-care service that is based on the ability to automatically understand language and the correct meaning of words and phrases thanks to artificial intelligence algorithms. With Cogito, users can report issues or ask questions by sending an SMS to the system, and receive an automatic and accurate answer in return. The service is available 24 hours a day, 7 days a week.

“FinecoBank has always stood for innovation, simplicity and efficiency,” said Massimo Maggioni, Head of CRM, FinecoBank. “In line with these values, and driven by our commitment to offering cutting-edge services to our customers, we have identified in Expert System a reliable partner who can help make interacting with us even more user friendly. By applying Cogito to customer care, we want to improve overall customer service and encourage a self-service approach, with all of the flexibility offered by a multichannel environment.”

“Today, more than ever, providing customer service through innovative tools is a decisive factor for success in the banking and financial services sector,” said Alessandro Monico, Sales Director, Expert System SpA. “In improving the quality of service to customers, also via mobile, Cogito guarantees a rapid return on investment, achieving a greater level of automation in information management and offering the ability to exploit the results of analysis in other key areas such as customer intelligence. In this way, it is easier to understand customers’ needs and provide them with more customized  information and products.”