List of expert.ai Cogito Answers Customers
Modena, 41123,
Italy
Since 2010, our global team of researchers has been studying expert.ai Cogito Answers customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased expert.ai Cogito Answers for Application, Web and Enterprise Search from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using expert.ai Cogito Answers for Application, Web and Enterprise Search include: Vodafone Italy, a Italy based Communications organisation with 5765 employees and revenues of $5.01 billion, Ing Italy, a Italy based Banking and Financial Services organisation with 1000 employees and revenues of $791.0 million, Tiscali, a Italy based Communications organisation with 953 employees and revenues of $108.0 million and many others.
Contact us if you need a completed and verified list of companies using expert.ai Cogito Answers, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Ing Italy | Banking and Financial Services | 1000 | $791M | Italy | expert.ai | expert.ai Cogito Answers | Application, Web and Enterprise Search | 2012 | n/a | In 2012, Ing Italy deployed expert.ai Cogito Answers as part of an Application, Web and Enterprise Search initiative on the ING Direct customer portal, embedding the expert.ai Cogito Answers capability alongside Cogito Search to improve online self service and portal search relevance. The 2012 Italy focused deployment targeted customer facing search workflows on the retail banking portal, aligning search and support content to reduce dependency on human agents. The implementation combined Cogito Search and Cogito Answers into an advanced semantic search engine, leveraging natural language understanding, concept based indexing, query normalization, and answer extraction to surface direct responses and relevant documents. Configuration work concentrated on content taxonomy, relevance tuning, and iterative query intent modeling to align search results with banking product and service queries. Operationally the solution was integrated into the ING Direct customer portal and surfaced within online self service and support pages, impacting customer service and call center intake by routing customers to self help content. The deployment scope was explicitly Italy focused, serving retail banking customers and the digital channels team responsible for portal content and search UX. Governance activities included ongoing content tagging, query analytics driven tuning, and a workflow for updating knowledge content to preserve semantic accuracy. The deployment reduced call center requests by 46 percent and improved customer portal search and support efficiency, as reported in the implementation source. | |
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Tiscali | Communications | 953 | $108M | Italy | expert.ai | expert.ai Cogito Answers | Application, Web and Enterprise Search | 2007 | n/a | In 2007, Tiscali deployed expert.ai Cogito Answers to automate web and email customer dialogue routing and to generate natural language automated replies. The implementation used expert.ai Cogito Answers in the Application, Web and Enterprise Search category to support customer-service and CRM operations across Tiscali Italy, positioning the application as the front line for inbound digital customer interactions. The deployment centered on Cogito based intelligent CRM capabilities, including automated dialogue classification, email and web routing logic, and automated reply generation tied into agent workflows. expert.ai Cogito Answers was integrated with Tiscali's Siebel CRM to synchronize ticket creation and response context, enabling automated outgoing replies to be recorded in CRM and allowing Siebel to be the system of record for escalations. Operationally the project restructured first line customer-service workflows to route inquiries through the Cogito automation layer and into Siebel for agent intervention when needed, and the vendor described outcomes of faster responses and reduced support costs. | |
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Vodafone Italy | Communications | 5765 | $5.0B | Italy | expert.ai | expert.ai Cogito Answers | Application, Web and Enterprise Search | 2011 | Assist | In 2011 Vodafone Italy implemented expert.ai Cogito Answers to power its 190 SMS customer-care channel. The deployment used expert.ai Cogito Answers in the Application, Web and Enterprise Search category to enable natural-language SMS self-service for customers across Italy. Configuration emphasized semantic natural language understanding, intent classification, answer retrieval and automated SMS reply generation to support high-volume conversational queries. The solution was built and delivered with implementation partner Assist Spa, and at launch the Italy deployment handled well over half a million SMS requests per month. The implementation footprint focused on automated self-service flows with escalation paths into human agents for cases requiring operator intervention. Operational scope centered on customer-care operations for the 190 channel, integrating the semantic search and natural-language response capabilities into Vodafone Italy's SMS support workflow. Governance and rollout included configuring response taxonomies, escalation rules and continuous tuning of semantic models with operational feedback from contact-center teams. The stated outcomes at launch were a significant scale-up of SMS self-service capacity and a reduction in call-center load. |
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