FinecoBank, the multi-channel direct bank of the Unicredit group, and Expert System, a leading company in the development of semantic software for the strategic management of information, have signed a agreement for the use of Cogito technology. The latter will allow Fineco to make the dialogue of customers with the bank through digital channels even simpler and more satisfying, as well as to optimize customer service activities.
With the adoption of Expert System's Cogito semantic technology, FinecoBank customers have a unique self-caring service at their disposal, based on the ability to automatically understand the language and the correct meaning of words and sentences thanks to artificial intelligence algorithms. At any time of the day, by sending their questions with a simple text message, FinecoBank customers automatically receive answers to the problems reported.
“Our Bank has always stood out for its innovation, simplicity and efficiency”, he declared Massimo Maggioni, Head of CRM at FinecoBank. “In line with these values, and stimulated by the desire to offer our customers cutting-edge services, we have identified Expert System as a reliable partner with whom to make dialogue with the bank even more user-friendly. With the application of Cogito to customer care services, we want to improve customer assistance and encourage a "self-service" oriented approach, with all the flexibility offered by multi-channel management."
“Today more than ever, customer support through innovative tools is a decisive factor for competitiveness and success in the banking sector,” said Alessandro Monico, Sales Director of Expert System. “By improving the quality of customer service by offering mobile caring, Cogito guarantees a fast return on investment, achieving a greater level of automation in information management and offering the possibility of exploiting the results of the analyzes in other key areas such as customer intelligence. In this way, it is easier to understand the information needs of its customers in order to provide them with increasingly personalized information and products.”
