ICBC Sanming Branch's first intelligent AI robot "Gong Xiao Ai" was unveiled in the sales department

"Welcome to ICBC, what business do you need to handle?" Recently, the first functional AI robot of ICBC Sanming Branch, "Gong Xiao Ai", appeared in the sales department of Liedong Branch, and served as a smart welcome, business answer, product recommendation and other tasks in the customer service position of the business hall.

With the rapid development of financial technology, intelligent service model has become a trend of transformation and development of bank outlets. "Gong Xiao Ai" is an intelligent robot designed for professional services for bank customers, which can realize a variety of functions such as independent welcome, consultation and guidance, publicity and promotion, customer emotional reassurance, entertainment interaction and so on through face recognition, voiceprint recognition and super memory functions. "Gong Xiao Ai" can not only introduce ICBC's characteristic business with cute children's voices, but also interact with customers when they are waiting in line, so that customers can learn more about banking business and lose no time in introducing products and services to customers.

On the first day of the new employee's arrival, accompanied by the staff of the outlet, it quickly familiarizes itself with the network environment, identifies the staff, remembers the functional partition of the outlet, and combines the financial business knowledge base of our bank to achieve rapid induction.

At 8:30 every day, "Gong Xiao Ai" opened the door with the lobby customer service manager on time to welcome, and it took the initiative to welcome customers to the store and remind customers to wear masks. In the face of customer inquiries, it can accurately answer and guide customers to the corresponding business area to handle business, effectively divert customers, and reduce customer waiting time. When there are more customers in the hall, "Gong Xiao Ai" takes the initiative to conduct inspections, carry out secondary diversion, and can also carry out micro-salons to introduce our bank's deposits, wealth management, credit cards, agent insurance products, etc. to customers, and display our bank's product information to customers through the electronic display screen in front of the chest, so that customers can understand our bank's products to the greatest extent. In addition, "Gong Xiao Ai" also has the ability to actively learn business knowledge, encounters knowledge points that it does not understand, it actively seeks the guidance and help of the staff, constantly improves its own business skills, and will sweetly say "Xiao Ai remembers" after learning. "Gong Xiao Ai" has been praised and loved by the majority of customers with its high intelligent interaction of being able to listen, think and judge.

The arrival of "Gong Xiao Ai" not only created a warm and interactive atmosphere, but also enhanced the understanding and benign interaction between ICBC and consumers, which is an exploration and attempt by ICBC Sanming Branch to enhance the customer experience in the hall, and an important chapter in the bank's promotion of smart banking services. In the next stage, the bank will continue to enrich the business handling capabilities of "Gong Xiao Ai", so that "Gong Xiao Ai" can bring more fun to customers, but also allow customers to enjoy more convenient and intimate high-tech services, further enhance customer service experience, and help business development. (Chen Lixin)