Case Study: ING Direct achieves 46% reduction in call center requests with Expert.ai semantic search

Advanced semantic research engine for the website

ING Direct engaged Expert.ai to improve search and information retrieval on its customer portal (www.ing.it). The bank needed faster, more accurate self‑service search to boost user experience and reduce call center demand, so Expert.ai deployed its semantic technologies, including Cogito and Cogito Answers.

Expert.ai implemented an advanced semantic search engine that understands language variations (slang, abbreviations) to return precise, immediate answers. The solution simplified portal search, strengthened online customer service and drove a 46% reduction in call center requests, measurably improving ING Direct’s support performance.

ING Direct