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Source: Finyear as of 01-07-2020


Expert System’s solution expands the capabilities of RPA technology to strengthen the back office and customer relationship teams.

Expert System announced today that ING has chosen to extend the benefits of Artificial Intelligence automation within the organization and optimize back-office operations. Expert System’s expertise in natural language comprehension (NLU) will accelerate the application of RPA (Robotic Process Automation) to more knowledge-based processes, and equip ING advisors with intelligent assistants.

“Artificial Intelligence offers new opportunities by enabling us to derive more profits and create more value through the implementation of RPA,” explains Alain Biancardi, VP Sales and Marketing at Expert System France and Benelux. “By combining the NLU functionality of our solution with RPA automation, ING improves both back-office efficiency, decision-making process and customer service.”

The ability to understand the content of business documents is a key factor in optimizing the ROI of RPA investments. While RPA excels at automating many tasks, it shows its limitations when it comes to understanding, categorizing, linking and extracting accurate information from data. Expert System addresses this problem by integrating advanced NLU algorithms with RPA robots to reduce manual activity and extend the capabilities and accuracy of automation to more complex processes and use cases.

“Today, all of our customer relationship centers based in the Netherlands benefit from a more reliable process thanks to Expert System’s Artificial Intelligence process, allowing us to process 100% of emails automatically, with a higher level of accuracy than expected,” says Bastiaan Zaad, Head of Natural Language Processing at ING. “Our goal now is to extend the solution to our other centres based in Belgium and other countries where ING is present.”

About ING
ING is a global financial institution with a strong European base, offering banking services through its operating company ING Bank. The purpose of ING Bank is empowering people to stay a step ahead in life and in business. ING Bank’s more than 51,000 employees offer retail and wholesale banking services to customers in over 40 countries.
ING Group shares are listed on the exchanges of Amsterdam (INGA NA, INGA.AS), Brussels and on the New York Stock Exchange (ADRs: ING US, ING. N). Sustainability forms an integral part of ING’s corporate strategy, which is evidenced by ING Group shares being included in the FTSE4Good index and in the Dow Jones Sustainability Index (Europe and World) where ING is among the leaders in the Banks industry group.

About Expert SystemExpert System
(EXSY: MIL) is a leader in Artificial Intelligence applied to text. Its flagship Cogito® platform, based on a unique combination of semantic technology and machine learning, extracts usable knowledge from internal and external information and automates intensive text processing processes. Cogito® helps companies deploy cognitive automation to accelerate business processes, improve information management and enable better decisions. Expert System’s solutions are widely used in customer service, compliance, third-party risk mitigation, intelligence applications and media. Many organizations from a variety of industries rely on Expert System around the world: Agence France-Presse, BASF, Bayer, Bloomberg BNA, BNP Paribas, Chevron, Clarivate, Eli Lilly, Gannett, Generali, IMF, Lloyd’s of London, Sanofi, U.S. Department of Agriculture, U.S. Department of Justice and Zurich Insurance Group.

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