ING Direct has selected Expert System to expand its AI-based automation benefits across the organisation and bolster its back-office operations.

The company will leverage Expert System’s Natural Language Understanding (NLU) capabilities to augment its customer service agents and to accelerate the application of Robotic Process Automation (RPA) to a range of knowledge-based processes.

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The ability to understand the content of business documents is a key factor for maximising the ROI of RPA investments, it said.

Although RPAexcels in the automation of numerous tasks, it is said to fail in automating tasks that need the ability to accurately comprehend, categorise, correlate and extract knowledge from data.

Expert System solves these limitations by allowing the integration between RPA bots and advanced NLU algorithms. This is expected to extend the reach and accuracy of automation to more complex processes and use cases while minimising manual activities.

ING Natural Language Processing product ownerBastiaanZaad said:  “Today, thanks to Expert System’s AI, all our customer relation centres 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.

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“Our next objective is to extend those benefits to our centres based in Belgium and in the other countries where ING operates.”

Expert System France & Benelux sales & marketing VP Alain Biancardi said:  “Artificial Intelligence is creating new opportunities to scale and drive more value from the implementation of RPA.

“By empowering bots with our NLU features, ING will be able to extend back office efficiencies, augment decision making and enhance customer service.”