ING extends partnership with Expert System to boost RPA capabilities

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ING has extended its partnership with Expert System in a bid to leverage the latter’s AI-based automation benefits for improving back-office operations. ING will use Expert System’s Natural Language Understanding (NLU) solutions to strengthen its customer service agents and accelerate RPA application to knowledge-based processes.

“Today, thanks to Expert System’s AI, all our customer relation centers in the Netherlands benefit from a much more reliable and much more accurate email management process, with 100% of emails being automatically processed by the platform,” explained Bastiaan Zaad, Product Owner Natural Language Processing at ING. “Our next objective is to extend those benefits to our centres based in Belgium and in the other countries where ING operates.”

Expert System aims to limit the challenges of RPA by enabling the integration between RPA bots and advanced NLU algorithms for reducing manual activities and extending the reach and accuracy of automation to more complex processes and use cases.

“Artificial Intelligence is creating new opportunities to scale and drive more value from the implementation of RPA,” said Alain Biancardi, VP Sales & Marketing at Expert System France & Benelux. “By empowering bots with our NLU features, ING will be able to extend back-office efficiencies, augment decision making and enhance customer service.”

Expert System helps businesses and government organizations take advantage of the growing internal and external information they manage. Their AI software brings automation and understanding to information-intensive processes.