Wachovia adds Kanisa search engine to Web site

Wachovia adds Kanisa search engine to Web site

US bank Wachovia is adding California-based Kanisa's customer-facing 'natural language' automated search engine, Search Site, to its Web site.

The Kanisa engine interprets customer queries and then guides users to the most appropriate sales, marketing, or customer service resources.

Wachovia says customers who use online applications expect the same level of customer service as they do in person or on the phone, and with a wide variety of questions ranging from forgotten passwords to cheque reorders, it needed an application that could quickly assess what customers are looking for and get them an immediate answer.

Lawrence Baxter, chief e-commerce officer, Wachovia, says: "We knew that if we were successful using Kanisa, it would not only drive increased customer satisfaction, but it would also help ease the volume of calls into our call centres.

In addition to providing customers with easy navigation, Wachovia uses Kanisa Site Search to monitor customer queries in order to identify the content needed to answer questions more effectively.

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