In addition to over-the-counter services, the most common time for most people to contact the bank is when they pick up their mobile phones and call customer service. Therefore, customer service has become the most daily and most critical part of customer experience. "The needs of customer service calls are usually similar, but 20% of customers can often occupy 80% of online calls. And many customers think in their hearts: Can they skip the multi-layer voice menu and directly talk to a dedicated person and solve the problem?"
Industry Chen Zhaoyuan, who was born in the Engineering Management Institute and worked in the Intelligent Finance Department of Special Database Yushan Bank, said. In order to solve customer problems quickly, Yushan introduced a "voice robot" combined with speech recognition. In the future, customers can directly tell the robot what they want to inquire about. After the robot understands the semantics, it can guide the customer to the correspon with the professor team every week to share technology and adjust models with each other; in terms of demand, we frequently communicate with inter-departmental departments.
Communicate issues at all levels, including: user experience, front-line customer service pain points, data protection, regulations, and budgets.” Why so much trouble? "Because it's not a lab or research lab demo, but a real service that you and I can use," he said. Not only that, since model building requires a lot of data, and the data in the financial industry is closely related to personal data, the analysis and application of data also need to be more cautious. Such strict requirements for personal information protection and risk management have also become the first lesson that engineering workers must take after entering Yushan. Photo Credit: Yushan Financial Holdings