Case Study: Illimity Bank achieves AI-powered smart search and faster self-service with Expert.ai

illimity Bank and Expert System bring innovation to banking with AI

Illimity Bank, a digital-first banking start-up focused on delivering a modern customer experience, faced the challenge of making online self-service more intuitive and efficient than traditional menu navigation. To address this, Illimity Bank partnered with Expert.ai and deployed Expert.ai’s Cogito® cognitive search technology, including the Cogito Knowledge Graph enriched with Illimity’s product, service and brand information.

Expert.ai implemented a natural-language “smart” search on illimitybank.com so customers can request information, initiate transfers, buy phone credit and complete other tasks simply by stating their intentions. The Expert.ai solution improved online access to services, reduced reliance on classic menus, and enabled faster, more conversational interactions by leveraging machine learning and Illimity’s domain knowledge in the Cogito Knowledge Graph.

Illimity Bank