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

Keeping Customers Happy and Self-Service with Semantic Search at ING Direct

ING Direct, part of the ING Group, is an online banking leader that wanted to simplify and speed up customer service by helping users find answers on its portal before contacting the call center. To meet this challenge it engaged Expert.ai to provide an advanced semantic search engine capable of understanding written customer inquiries, including slang and abbreviations.

Expert.ai implemented a semantic search and NLP solution that lets customers interact with the portal like a live assistant, delivering immediate and accurate answers to queries. The Expert.ai deployment reduced inbound call center costs by 6%, cut call center inquiries by 46%, and dramatically improved the customer experience.

ING Direct