SOURCE: Expert System

June 23, 2008 08:30 ET

Expert System Helps "Autostrade per l'Italia" Sort, Classify and Streamline Email Traffic

Semantic Software for the Management of Electronic Mail Improves Customer Care and Reduces Operative Costs for Largest Motorway Management Company in Europe

NEW YORK, NY--(Marketwire - June 23, 2008) - Expert System, leading provider of semantic software that discovers, classifies and interprets text information, today announces Autostrade per l'Italia (Italian Motorways) has implemented COGITO Contact to increase the efficiency of its customer service and support operations. Using semantic recognition and analysis, COGITO Contact has provided an automatic categorization and sorting system for Autostrade per l'Italia's 20 thousand emails per month, allowing the company to respond to customers' requests quickly and efficiently.

Autostrade per l'Italia is the number-one concessionaire in Europe for motorway construction and management, serving Europe's largest metropolitan areas. The organization received 240 thousand customer emails in 2007 and 120 thousand in just the first five months of 2008. Identifying high-priority messages within the thousands of emails and responding to them quickly is critical to improving traffic and problem areas on the roadways; however, Autostrade per l'Italia was managing its emails manually, slowing down the response time for customer care activities.

COGITO Contact automatically analyzed and labeled each email by subject and entered them into a specific category tree (telepass, sales and logistics, traffic information, information on road conditions, etc.). Autostrade per l'Italia's email messages were then sent to the most knowledgeable customer service operator so customers were receiving the best and most timely responses. With COGITO Contact, the organization was able obtain rapid feedback on the themes faced by the clients, accompanied by qualitative data (on the problems met) and quantitative (processed data).

In detail, COGITO Contact:

--  Analyzes the content of all emails sent by clients;
--  Understands the requests expressed in each message, thanks to its
    semantic technology;
--  Automatically classifies the emails in proper categories; and
--  Sends messages to the best-informed operator who can immediately
    respond to requests.

"Our solution is designed not only to quickly face the large amount of 'traffic' driving into the customer service inbox, but also to offer to companies like Autostrade a tool to understand the needs of its customers," said Brooke Aker, CEO of Expert System's U.S. subsidiary. "By understanding the semantics of the emails, prioritizing and categorizing them, then automatically sending them to the appropriate employee, Autostrade can now satisfy its customers immediately and in the best possible way."

For further information on COGITO Contact, the Expert System product for Customer Care, please click

About Expert System

Expert System is the leading provider of semantic software, which discovers, classifies and interprets text information. All Expert System products, which are based on the patent pending technology COGITO®, leverage the company's expertise in the development of business solutions for the primary markets (i.e. Automotive, Consumer Electronics, Oil & Gas, Media, Telco, etc.) and support the activities of Knowledge Management, CRM, Marketing and Competitive Intelligence and R&D. Worldwide customers include Eni Group, Pirelli, Finmeccanica, ANSA, Telecom Italia, Microsoft, ING Direct, the Italian Ministry of Defence, and the Ministry of Interior Affairs. For more information, please visit: