UK building society Nationwide is to implement Massachusetts-based Firepond's Concierge Web natural language search solution at its Internet banking site.
The technology enables Nationwide's e-banking customers to type in queries using their own words and have Concierge use natural language processing to analyse the question and direct the Web user to the most appropriate information resource - a Web page, email, live chat, or other interaction channel - that answers their question.
The new Internet banking facility is expected to be available to Nationwide customers early next year.