Luigi’s Box Search helped Komerční Banka get a 47% autocomplete usage and other improvements that brought a significant return of interest for the Czech bank.
Komerční Banka (KB) is a major Czech bank and a subsidiary of Société Générale, serving 1.6 million clients. It offers a wide range of financial products including accounts, loans, and investments. KB is also working on sustainability programs and other improvements.
Search proved to be useful with the inclusion of thousands of pages worth of content, which is why we think it’s a very effective solution.
Being one of the key players in the banking industry comes with responsibility in keeping the online experience neat and tidy. While KB was focusing mostly on SEO improvements, they often received complaints about the website’s search functionality.
With the large amount of traffic per quarter, KB needed to quickly update and optimize their website search to solve multiple challenges in one go. After receiving a tip from one of their partners, KB SmartSolutions, KB decided to try Persoo (which has now merged with Luigi’s Box).
KB needed to optimize its internal search effectively because it wasn’t meeting the expectations of its users and customers.The original search solution failed to provide accurate and relevant results based on what the user was searching for. KB’s website includes thousands of pages worth of content and informatione, which is why they needed a very effective search solution.
After switching to Luigi’s Box Search, powered by AI, this challenge has been solved easily. Machine learning enables Search to better understand user intent and provide each user with personalized results based on their previous searches. Combined with Autocomplete and other great features, KB can provide much more relevant results than before.
Luigi’s Box added relevant results to very short search terms, such as “ban”, “junior”, and “inter” to help customers make searching easier. They also added the most searched queries and used them as autocomplete suggestions even if there are zero characters typed in the search box.
Sometimes results need to be adjusted to accommodate certain use cases, such as promoting certain pages and making them more prominent in the search results. KB needed this option to help customers find certain pages faster when necessary.
As an example, their original search solution couldn’t determine the importance of certain texts in pages and articles, and didn’t return correct results that would match the user intent. So, if a user searched for “bank account”, the original search could show a press release, rather than the much more useful bank account page of their website.
Luigi’s Box allows search results customization via custom synonyms, boosting, and other powerful features that help adjust what appears first in search results. Even if Search doesn’t provide relevant results for a certain keyword, KB can adjust that particular keyword so it can show the right match. This is possible to do with the Query Redirects feature.
KB originally used Persoo, which was acquired by Luigi’s Box in 2024. With the merger of the two companies, all Persoo users received a couple of upgrades with a migration to Luigi’s Box Search. This included easy migration options and a simple integration process.
The integration was straightforward; KB only needed to add a few lines of code to their website to get started.
KB wanted to see how their customers use website search, learn more about what they search for, and see how they can continuously improve the search experience.
With Luigi’s Box Analytics tracking popular search terms, no-result searches, and more, they can access all this data directly from the Luigi’s Box app.
Everyone needs help with challenges or answers to certain questions. That’s why KB wanted a search solution that offers customer support to have their back whenever they need it.
Luigi’s Box offers a 24/7 customer support option for all clients. KB can contact the support team via phone, email, or the live chat widget available on the Luigi’s Box website.
After implementing Persoo in 2021 the results for KB started showing up. Further improvements were made after the Persoo and Luigi’s Box Merge. KB switched to Luigi’s Box Search and Analytics in 2024.
One of the most noticeable improvements and changes after the switch was that there were almost zero complaints about the search functionality from online visitors. The on-site search finally works as expected by both KB and its customers.
After three months of using Luigi’s Box, KB got the following results. The search exit rate is very low at 16%. The number of sessions with a click on autocomplete result is 47%. KB also has a very small number of “no search results” outcomes during searches, at only 6%.
Sessions with click on autocomplete at 47%
Search exit rate at 16%
“No search results” searches at 6%
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