Recently, Bank of Ningbo Shanghai Branch joined Xiaoning, a digital employee of No. 001, to provide various business consulting and handling services for bank customers with a vivid customer service image. It was created exclusively by SenseTime for Bank of Ningbo based on the "AI Digital Human Service Middle Platform", providing a full-chain service from front-end customer reception to back-end operation and management.
In the bank branch, digital person Xiaoning is a fresh image, affinity lobby customer service manager, can give active greetings and automatic reception to customers who come to handle business, and provide various types of business consultation and problem response through professional and natural communication and interaction, while automating guidance and intelligent diversion for customer needs. On the back end, digital people are connected to the bank operation management platform, which can realize the continuous update of the knowledge base and business data analysis, and promote the intelligent management and operation of the banking system.
Relying on the knowledge base system of the operation management platform, AI digital customer service can answer various complex business questions. When she encounters a problem that is beyond the scope of the knowledge base, she can be taken over remotely by the platform manager and respond in a timely manner. The platform also automatically records such questions and updates them into the knowledge base in a timely manner after refining the answers. At present, Xiaoning can answer more than 550 common business questions and more than 3,000 related business questions derived from them; through the continuous operation optimization of the operation management platform, more than 50 derivative questions will be added every day.
According to the organizational structure of the banking industry, managers can customize the knowledge base of different knowledge systems through the operation management platform around the different business emphases and directions of the head office, branches and branches, so as to achieve hierarchical management of the digital knowledge system. This customized management mode can not only improve the efficiency of access, access and invocation of knowledge data, but also carry out systematic business training for salesmen and continuously optimize business service capabilities.
The AI digital human service middle platform can also aggregate the business information generated by the front-end digital person, statistically summarize and intelligently analyze the problems of concern to each outlet, high-frequency problems, high-frequency business needs, etc., assist in predicting the future business direction, and carry out effective overall planning for the business of branches, sub-branches and other outlets.
Li Min, General Manager of the Fintech Department of Bank of Ningbo Shanghai Branch, said: "The application of SenseTime AI Digital Human Service Center has introduced us a new technology service concept, optimized the service quality and efficiency of the outlets, and added humanistic care. ”
Luan Qing, vice president of SenseTime's Mobile Intelligence Business Group, introduced that thanks to the intelligent interactive experience, AI digital people have now become an important carrier for the banking industry to improve service efficiency and service quality. With computer vision, natural language processing and decision intelligence, SenseTime can generate realistic and natural dialogues, expressions, gestures and full-body movements for AI digital humans. The AI Digital Human Service Middle Office launched this time not only creates an intelligent knowledge operation system for Bank of Ningbo Shanghai Branch, but also uses AI digital people as the entrance, establishes an effective operational data management mechanism for bank outlets, comprehensively improves the efficiency of banking services with intelligent technology, and continuously improves customer experience.
According to reports, AI digital people have been applied in many places such as shopping malls, exhibition halls, scenic spots, such as digital people explainers, anchors, fitness instructors, etc. In the future, SenseTime will continue to promote the multi-scenario landing of AI digital people, build an innovative base for the application and service capabilities of such virtual characters, and innovate the way of human-computer interaction.