Case Study: Intesa SanPaolo achieves intuitive navigation, faster online banking access and 30% user adoption with Expert.ai's Cogito platform

Cognitive banking services using virtual agents and intelligent search

Intesa SanPaolo needed to make its online banking more intuitive and speed access to services for customers, so it chose Expert.ai’s Cogito platform — a combined virtual agent and intelligent search solution that uses semantic analysis and natural language processing to interpret users’ words and intentions.

Expert.ai deployed Cogito across the bank’s website and internet banking to enable intent-driven actions (direct access to wire transfers, deposits, bill payments, form autofill) and to accept everyday phrases instead of precise search terms. The rollout was fast and scalable: within six months about 30% of customers were regularly using the cognitive banking service, improving navigation, accelerating service access and delivering a quick ROI.

Intesa SanPaolo

Francesca Nieddu

Director of Customer Experience and CRM