Case Study: BNP Paribas Group (BNL) achieves faster, smarter employee support with Expert.ai semantic search and custom taxonomy

Smarter and Faster BNL Employees via a Semantic Search Engine and Customized Taxonomy

BNP Paribas Group's Italian subsidiary BNL, a leading bank with more than 14,000 employees, struggled to help staff quickly locate internal support and enablement resources, relying on manual searches across many information sources. To automate search and categorization and improve support efficiency, BNL engaged Expert.ai to deliver a semantic search engine and a customized taxonomy.

Expert.ai implemented custom taxonomy and semantic search capabilities that understand and automatically process natural-language employee requests and organize results by topic. The Expert.ai solution compiled over 8,000 FAQs, classified more than 20,000 documents, improved search accuracy, delivered significant time savings and higher employee satisfaction, and helped BNL win the 2017 ABI innovation award for knowledge transfer and change management.

BNP Paribas Group