Intelligent collection solution

Outline of the solution

Debt collection is an inevitable business for the banking industry. As a special profession, collectors face enormous internal and external pressure every day, and there are too many hidden dangers. Through a long-term in-depth understanding of the telephone collection business, Huilan summed up that there are many difficulties in the telephone collection of the banking industry:

The telephone answering rate is very low, even if answered, it will be quickly hung up. In one day, the effective calls of marketing personnel are very few, which wastes a lot of time;

A large number of repetitive work with no sense of achievement brings negative emotions to the marketing personnel. Meanwhile, in the face of all kinds of debt personnel, the inevitable language conflict makes the staff's mood fluctuate greatly, the work enthusiasm is not high, a large number of personnel are lost, which increases the training cost invisibly;

The effective process in the collection process has not been recorded, which brings inconvenience to subsequent statistics and handover;

The professional degree of marketing personnel is uneven, which can not be unified, and good collection experience can not be promoted;

The quality of marketing personnel has a certain impact on the collection quality;

…

To solve these problems, Huilan provides intelligent collection solutions for banking customers by relying on the AiCall intelligent outbound system with independent intellectual property rights and the artificial intelligence engine platform.

Functional framework

The overall logic architecture of the system is the core of the system. Huilan fully studies the banking collection scenarios, and considers the factors such as the robustness, scalability, interoperability, stability, portability and security of the architecture, and designs the following logic architecture of the banking intelligent collection solution.

　　Logical architecture of intelligent collection solution for Huilan banking industry

Based on years of banking service experience of China Union of science and technology, Huilan banking intelligent collection solution can quickly sort out collection scenarios and set corresponding collection scripts, and the collection user data is connected through the banking internal business system. Realize one key batch automatic outbound call, greatly reduce the workload of the collector, generate the outbound call report in real time, screen out the effective phone, and then follow up by the collector, greatly improve the efficiency of collection.

Solution advantage

1.Accurate scene high quality speech

2.Rich voice and emotion of real people

The intelligent collection solution of Huilan banking industry adopts the real person voice recording mode to reduce the rigid and emotionless dialogue of traditional robots, increase the trust between people, and add related colloquialism, warm field language and other words during the dialogue, so as to ensure the quality of the dialogue and make it more acceptable to customers.

3.ASR voice text conversion

Huilan banking intelligent collection solution provides voice real-time interactive service, users can directly send the information to be consulted through voice, the system can accurately identify and understand the user's dialogue content through ASR, accurately answer the user's questions, and convert the dialogue details into text format through TTS, which makes the browsing clearer and the customer's intention clear at a glance.

4.Support multiple rounds of dialogue without difference

Huilan banking intelligent collection solution, based on deep learning technology and language library, can automatically expand the similar problems in the knowledge base, and carry out semantic analysis and matching based on the semantic analysis engine intelligence. In the process of interaction with users, it can provide multiple rounds of dialogue without difference, accurately get the questions, making the accuracy of the intelligent robot reply more than 90%.

5.Accurate analysis of customer intention

Huilan banking intelligent collection solution helps bank users in the face of a large number of collection customer groups, through a batch of outbound calls, through the dialogue time with customers, the dialogue rounds, and the key words of customers during the dialogue, to screen out the strength of customers' intentions, and helps the collector quickly grasp the direction of customers' intentions when making the second collection, greatly improving the collection personnel's Collection effect.

6. Dialogue support interrupt Q & A

The intelligent collection solution of Huilan banking industry relies on the full duplex voice interaction technology, which supports the customers to interrupt the conversation at any time during the robot's speaking process. When the robot interrupts the robot's speaking for the information that the customer has questions or wants to ask, the robot can quickly respond, give feedback, close to the real conversation between people, further increase the customer's trust, and make the follow-up dialogue more fluent.

Product recommendation

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