Recently, Bank of Ningbo Shanghai Branch joined the 001 digital employee "Xiaoning", providing various business consulting and handling services for bank customers with a vivid customer service image. The digital human service service is exclusively created by SenseTime, a leading artificial intelligence software company, based on its innovation, "AI Digital Human Service Middle Platform", which provides full-chain service support from front-end customer reception to back-end operation management.
In the bank outlets, digital person Xiaoning is a fresh image of a very 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 realizing automatic guidance and intelligent diversion for customer needs. On the back end, it connects to the bank's operation management platform, which can realize the continuous update of the knowledge base and business data analysis, open up the service closed loop, and promote the intelligent management and operation of the banking system.
Li Min, General Manager of the Fintech Department of Bank of Ningbo Shanghai Branch, said, "In recent years, Bank of Ningbo Shanghai Branch has actively explored the use of intelligent technology to promote the upgrading of service models. The application of SenseTime's AI Digital Human Service Center has introduced a new technology service concept for us, optimized the service quality and efficiency of outlets, and added more humanistic care. It hopes to continue to deepen cooperation with SenseTime to meet the growing demand of customers for counter service experience at bank branches through AI digital people, and promote the upgrading of intelligent service system. ”
Luan Qing, vice president of SenseTime's Mobile Intelligence Business Group, said, "SenseTime is committed to promoting the sustainable development of social productivity with artificial intelligence technology and bringing people a better combination of virtual and real life experience, and AI digital people are the best bearer for SenseTime to achieve these two visions." We hope that while creating a convenient interactive experience, we can further improve the data operation efficiency of digital people through the new middle office service, and work with Bank of Ningbo Shanghai Branch to benefit our customers with continuously upgraded service capabilities. ”
Relying on the perfect knowledge base system of the operation management platform, AI digital human customer service can answer various complex business questions. When encountering problems beyond the scope of the knowledge base, it can also be remotely taken over by the management personnel of the operation management platform and respond in a timely manner. At the same time, the platform will automatically collect and record the question, and update it to the knowledge base in a timely manner after improving the answer. At present, Digital Man 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 business-related derivative questions can be added every day.
For the special organizational structure of the banking industry, managers can also customize the knowledge base of different knowledge systems around the different business priorities and business directions of the head office, branches and branches through the operation management platform, 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 the overall business service capabilities.
Not only that, 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 direction of the problems concerned by each outlet, as well as high-frequency problems and high-frequency business needs, etc., and assist in predicting the future business direction, so as to effectively plan the business of branches, sub-branches and other outlets.
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. SenseTime has the industry's most advanced computer vision, natural language processing and decision intelligence technologies, which can generate realistic and natural dialogues, expressions, gestures and full-body movements for AI digital people. The AI digital human service center launched this time not only creates an intelligent knowledge operation system for Bank of Ningbo Shanghai Branch, but also uses AI digital as the entrance to establish an effective operational data management mechanism for bank outlets, comprehensively improves the efficiency of banking services with intelligent technology, and continuously improves customer experience.
SenseTime AI digital people can also easily achieve cross-scene applications, through the knowledge data in different fields, as well as the customization of grooming, dress and demeanor, has been widely used in shopping malls, exhibition halls, tourist attractions, banks and other industries, such as digital people docents, digital people anchors, digital people doctors, digital people teachers, digital people fitness coaches, etc., creating many innovative service models. In the future, SenseTime will continue to promote the multi-scenario implementation of AI digital people, and continue to upgrade and improve the digital human AI middle office system, build an innovative base for the application and service capabilities of digital people, and bring innovative human-computer interaction methods to more work and life scenarios.
Reporter Wang Chengli reported