Expert System’s Cogito semantic technology is attracting international customers in the financial sector. According to a recent article, “Intesa Sanpaolo, a leading European banking and financial services organization, is among the Finance and Insurance sector clients who have chosen Expert System’s Cogito semantic technology to identify and analyze sentiment for customer feedback.”

Intesa Sanpaolo’s director of customer satisfaction stated, “In recent years there is an increasing need to support measurement of customer satisfaction with a more qualitative approach… Being able to take advantage of customer feedback has always been a challenge because of the limits of traditional approaches for extracting meaningful information from a large number of documents. Using Expert System’s semantic technology has made it possible to analyze and organize this information as well as making it possible to integrate it with other sources for valuable customer enhancing insight.”

The article continues, “To measure the degree of customer satisfaction, financial institutions often interview their customers, giving them the opportunity to express their opinions in an open format. Cogito analyzes the unstructured text transcribed from customer interviews, and through semantic processing, is able to understand meaning and automatically categorize each comment based on a comprehensive, customized taxonomy. Cogito classifies the information extracted, assigning a category to each according to subject. According to the sentiment expressed, customer feedback is assigned to one of three different levels: negative feedback, neutral feedback and positive feedback. The solution offers not only an increasingly precise and comprehensive view of the level of customer satisfaction, but also identifies needs for new services and suggestions for improving existing services.”

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