With the development of the times, the competition among the major banking companies is more and more fierce, and the operation cost is also higher and higher. The traditional sales model has been greatly challenged. In order to promote the sales of bank products, develop new sales channels, tap customer resources through the Internet, accelerate the occupation of the market, improve customer service ability, provide multi-dimensional support and services for traditional businesses, comprehensively improve service ability and level, and further improve the level of intelligence, intensification and refinement of the company's operation and management, Beijing zhongkehuilian Technology Co., Ltd Hereinafter referred to as "China Union of science and technology") combined with the company's many years of experience in the construction of bank portal, in-depth analysis of the current pain points and difficulties faced by bank portal and banking services. AI empowering bank official website, mobile banking, wechat banking, to realize intelligent intensive portal management, financial media management; intelligent interaction, intelligent robot empowering bank intelligent outlets, to realize the intelligent bank in the new era of ICT!
（1）Portal issues
Information island, log in repeatedly?
PC, mobile phone, wechat and other Omni channel management?
（2）Platform issues
System expansion ability is poor, need to change to develop?
The performance of the system is poor. When you visit more, you will be down?
Platform security protection is poor, hackers break the attack?
Huilan Technology provides a complete set of intensive portal solutions to comprehensively solve the current problems in the process of bank portal construction.
The overall logic architecture of the system is the core of the system. Huilan Technology fully studies the development requirements of banking industry informatization, considering the robustness, scalability, interoperability, stability, portability and security of the architecture, and designs the following intensive Portal Architecture of the bank.
Based on the three-tier Cloud Architecture, the solution architecture of Huilan Technology intensive portal site covers the complete ecological chain of infrastructure services, platform services and application services. The whole platform construction starts from the perspective of intensification, makes full use of the characteristics of cloud computing, big data, mobile Internet, global service and other technologies, and provides an innovative solution for the banking industry to establish a new intensive platform of "unified specification, open interconnection, elastic expansion, innovative operation, intelligent service".
The functional logic framework of bank intensive portal
Huilan Technology provides the bank portal intensive solution with the following functions:
Standard Specification System: including website construction technical specification, website page display specification, information resource standard specification, website operation and maintenance specification, website performance evaluation specification, etc.
Front end function of website: the front-end function of intensive bank portal website includes personal business, enterprise business, investor relationship, interactive communication, and intelligent personalized application, including intelligent search function, intelligent customer service function, intelligent recommendation, personalized homepage and other personalized functions, and unified authentication management of front and rear users.
The intensive portal website solution of Huilan Technology about bank resource intensification manages all kinds of information resources used in the platform and realizes sharing. These information resources include: text information, picture information, video information, various types of attachments, and various exchange data. Based on the scientific classification, centralized specification, sharing and sharing of the platform wide unified information resource base. According to the principle of "warehousing first, then use", the information resources from the bank websites on the platform are managed in a unified way to achieve a unified classification, metadata, data format, call and supervision.
The Aihui intensive intelligent portal platform of Huilan Technology provides a tree structure for the unified management of vertical website groups, that is, sub stations can be built under the main station, and sub stations can also be built under the sub station. A single platform supports thousands of site clusters. The site has its own channel and column structure, page layout settings, user configuration, rights management, etc., supporting multiple types of data transmission and task distribution. Support the function of selecting template, copying and building station by Wizard to improve the efficiency of building station.
The Huilan Technology of the AiHui intensive intelligence portal provides PC website construction, and provides unified and intensive construction and management of mobile websites, WeChat, micro-blog and APP, and achieves information interconnection between PC websites, mobile websites, WeChat public numbers, micro-blog and other channels. It improves the efficiency of information dissemination, and provides a new experience of "convenient online service, online walking, handheld" service.
Aikf intelligent customer service system of Huilan Technology provides intensive management services for communication and interaction in view of a series of problems existing in the current communication and interaction, such as scattered acceptance channels, inconsistent processing procedures and standards, non sharing of data resources, tedious coordination, management and supervision.
The Aihui intensive intelligent portal platform has completed the seamless integration of site management, resource management, information disclosure, intelligent search, intelligent operation and maintenance, intelligent interaction and other conventional applications of bank websites. And seamless docking of the aisso intelligent identity authentication system, follow-up according to the needs of customers, to achieve unified authentication and single sign on of customers' business application system and intensive platform users.
2.Wechat banking solutions
On July 2, 2013, China Merchants Bank announced the upgrading of wechat platform and launched the first "wechat bank" with a new concept, which attracted the attention of peers in the industry. The Internet plus is like a raging fire in the Internet development under the 2 innovation. Mobile payment, online lending (P2P) and bank assets are booming. The launch of wechat bank once again shows that the impact of the Internet on traditional banks is more and more obvious. Since wechat opened the public platform message interface, most domestic banks have launched wechat customer service numbers. In view of the convenience of WeChat official account, more and more banks are developing WeChat service channels. Beijing zhongkehuilian Technology Co., Ltd. (hereinafter referred to as "Huilan Technology") with many years of experience in the construction of internal and external websites of the banking industry, combed out the businesses suitable for the development of the banking industry in wechat channels, and put forward wechat banking solutions.
The overall logic architecture of the system is the core of the system. Huilan Technology fully studies the development trend of the banking industry. Considering the robustness, scalability, interoperability, stability, portability and security of the architecture, the following logic architecture of wechat banking solution is designed.
Logical architecture of wechat banking solution
The wechat banking solution of Huilan Technology relies on the new media management system of Huilan Technology to connect with Tencent wechat public platform, complete the construction of wechat service number, realize the release of bank basic information in wechat channel, and provide standardized interface, which can be connected with relevant business systems within the bank, extract important data, and use the new media management system of aimedia to light application model Block to realize business consultation, business query, business processing and other operations in wechat service number. Provide new services and marketing channels for bank customers. At the same time, the channel can realize the information linkage with traditional channels such as the portal official website, realize the intensive resource sharing and management, and avoid the emergence of the isolated island of resources and information within the bank.
Huilan Technology combed out the most commonly used and important functions of wechat bank and carried out detailed function planning, as follows:
Bank card: including binding bank card, debit card balance, debit card details, credit card bill, credit card details and other functions.
Business processing: including appointment card, purchase financial management, credit card application and other functions.
Our services: including network inquiry, hot offers, online customer service, intelligent search, interest rate inquiry and other functions.
Relying on the new media management system of Huilan Technology aimedia, the solution of Huilan Technology wechat banking realizes the rapid creation of wechat portal by applying template and visual drag module.
The new media management system of Huilan Technology Aimedia has mature micro form and light application functions, such as online investigation, consultation and complaint, casual shooting, etc., which can be quickly selected according to the needs of customers. If new light application needs to be expanded, it can be completed by configuration and expansion through the metadata of micro form without code
The material resources used in the wechat banking solution of Huilan Technology are seamlessly connected with the traditional portal channel resources to realize the unified management of resource financing media without channels.
The wechat banking solution of Huilan Technology can provide a unified platform for intensive management of multiple wechat accounts according to the needs of users, so as to meet the needs of multiple account users.
The wechat banking solution of Huilan Technology provides a standard interface, which can realize on-demand integration with the banking content business system.
Relying on the aisearch intelligent search engine, the solution of Huilan Technology wechat bank provides intelligent voice search service for wechat bank, with high voice recognition rate, making mobile search simple and fast.
Relying on aikf love customer service intelligent robot system, the wechat banking solution of Huilan Technology sorts out and classifies the banking business, forms a standard knowledge base, provides intelligent text + Voice consulting service for wechat end users, and provides 7 × 24-hour uninterrupted service, so that customers can answer questions anytime and anywhere.
3.Bank intelligent call center solution
The bank customer service system is an important information system to support the bank customer service department. At present, with the acceleration of the pace of social development, a large number of various types of bank consulting work come as expected, and it has the characteristics of large number of visits, centralized visits, repeated problems, personalized problems and so on. It is difficult to meet the user's demand for consulting services by using telephone manual seats alone, especially in the peak period, which leads to a large number of seat spillovers.
Beijing zhongkehuilian Technology Co., Ltd. (hereinafter referred to as "Huilan Technology") based on the above banking business pain points, based on self-service intellectual property products, constructs the intelligent call center solution of zhongkehuilian AI + bank. The service mode of "intelligent robot + human" is adopted to realize the three-tier service mode of "self-service + Intelligent + artificial". The traditional call center is replaced by intelligent call center, so as to achieve the goal of improving user experience, expanding channel service ability, easing the work pressure of artificial service personnel and reducing the operation cost of telephone customer service system.
The overall logic architecture of the system is the core of the system. China Union of science and technology has fully studied the development requirements of call center in the banking industry. Considering the robustness, scalability, interoperability, stability, portability and security of the architecture, the following AI + bank intelligent call center logic architecture has been designed.
Logical architecture of AI + bank intelligent call center
The AI + bank intelligent call center solution of Huilan Technology adopts the service mode of intelligent robot + human to realize the three-tier service mode of "self-service + Intelligent + artificial". The intelligent call center replaces the traditional call center system. Through intelligent robot voice recognition, it can intelligently distinguish user needs. The online comprehensive customer service system uses intelligent robot + human cooperation to provide online consultation and answer services on the Internet. The problems that cannot be solved by the intelligent robot are intelligently transferred to the artificial phone seat. The system is expected to achieve the goal of improving user experience, expanding channel service ability, easing the work pressure of human service personnel, and reducing the operation cost of telephone customer service system.
The intelligent call center solution of Huilan Technology AI + bank not only provides hot line call access, but also provides access to websites, wechat, app and other channels to achieve intensive global management and service.
The AI + bank intelligent call center solution of Huilan Technology intelligently identifies the voice information of users, and intelligently assigns it to intelligent robot seats and artificial phone seats.
The solution of AI + bank intelligent call center of Huilan Technology adopts the dual service mode of robot + artificial. The intelligent robot solves the general problems, the artificial seat solves the personalized problems, and reduces the work pressure of artificial customer service and the operation cost of customer service system in a large range.
Relying on the aicallcenter call center system with independent intellectual property rights, the intelligent call center solution of Huilan Technology AI + bank provides intelligent interaction mode and greatly improves user experience.
Speech recognition: Based on intelligent noise reduction, echo cancellation and other technologies, intelligent recognition of the meaning expressed by user language in various environments;
Semantic understanding: Based on the semantic understanding engine of the Huilan Technology, we can intelligently understand the semantics of many complex sentence patterns, such as similarity query, inversion, ellipsis, etc;
Intelligent rhetorical questions: intelligent understanding of the user's multiple questions, according to the user's answers, provide intelligent rhetorical questions;
Multi round dialogue: guide users to consult according to the content of user dialogue, ask questions that users may want to consult intelligently, and lock the basic needs of users;
Speech synthesis: using the theory and technology of linguistics and psychology, through the design of neural network, based on emotion computing technology, output the natural speech flow including emotion.
The intelligent call center solution of AI + Bank of Huilan Technology provides intelligent to artificial services. For problems that intelligent robot phone seats cannot solve, intelligent to artificial phone seats.
The AI + bank intelligent call center solution of Huilan Technology provides intelligent recording, analysis and learning of unknown problems, which makes knowledge learning efficient and controllable.
The AI + bank intelligent call center solution of Huilan Technology provides full maintenance data report service, which can carry out multi maintenance data report statistical analysis and data mining for user conversation habits, dialogue data mining, user demand hot issues, etc.
The AI + bank intelligent call center solution of Huilan Technology provides interface optimization, clustered system deployment, high concurrency and high reliability.
4.Network service robot solution
With the rapid development of artificial intelligence, the application of intelligent robots is more and more widely. More and more bank service outlets introduce intelligent robots to increase the intelligent elements of bank service outlets, and provide the public with intelligent service experience such as intelligent guidance, identity recognition, voice interaction, consulting services, intelligent navigation, etc.
Beijing zhongkehuilian Technology Co., Ltd. (hereinafter referred to as "Huilan Technology") through contacting a large number of bank service personnel, understands that there are many problems in the current traditional bank service outlets, which seriously restricts the efficiency and service experience. Including but not limited to:
The lobby manager is too busy to respond to the questions of each visiting clerk in time;
Too few windows, too long waiting time in line, high time cost, very boring
Limited working time, unable to provide 7 × 24-hour all-weather service;
… …
Therefore, relying on the Internet of things technology, computer technology, artificial intelligence technology, and physical robots, Huilan Technology creates a banking network robot solution to solve the problems existing in the current banking service network, improve the service efficiency of banking service personnel, improve the service level, and truly achieve real-time, convenient, efficient and intelligent.
The intelligent hardware robot is introduced into the solution of bank service robot of Huilan Technology. Relying on the aiot intelligent Internet of things platform and intelligent product line of independent knowledge products of Huilan Technology, the robot of bank service network is uniformly empowered, managed and maintained. Provide intelligent guidance, intelligent greetings, intelligent query, business self-service and other services for visiting customers, greatly improve the efficiency of banking service outlets, and solve a series of problems existing in traditional banking service outlets.
Logical architecture of banking network service robot
Huilan Technology banking network service robot provides intelligent welcome function. Specifically, it includes warm greetings when users arrive, warm farewell when guests leave, personalized greetings and customized service words.
The service robot of Bank branch of Huilan Technology provides intelligent guidance function, realizes business event diversion guidance, direction for users, automatic cruise, etc.
Huilan Technology banking network service robot provides voice and text consultation, business process consultation, policy consultation, peripheral service setting consultation, etc.
Voice interaction: the intelligent robot can communicate with the user through voice dialogue, and the user can conduct human-computer interaction through oral dialogue.
Screen interaction: the robot system uses intelligent touch screen, which can interact with the user screen and display information.
Huilan Technology banking network service robot and banking industry related business system are connected to realize relevant business query, including processing progress, processing results, etc.
The system provides process guidance of business query, and provides two forms of interaction of voice and text to guide users to query.
Huilan Technology banking network service robot can also provide entertainment interaction function, provide entertainment interaction such as singing and dancing according to the needs of users, and enhance the interaction atmosphere with users.
Relying on the aiot intelligent Internet of things platform of Huilan Technology, the service robot of bank outlets of Huilan Technology will centrally carry out unified access management for the robots of bank service outlets to realize centralized maintenance, management, monitoring and early warning.
The service robot of Bank branch of Huilan Technology builds the robot brain based on aikf intelligent customer service robot system of Huilan Technology, and the robot brain is customized and designed according to the needs of customers, or the mature hardware robot on the market can be selected for integrated construction according to the needs to meet the different needs of users for appearance.
Huilan Technology has a high market share in the construction of bank portal and related systems. Bank customers include the people's Bank of China, China Everbright Bank, Bank of China Shanghai Branch, Bank of Nanjing, Bank of Hangzhou, Bank of Harbin, Bank of Gansu, Bank of Jilin, Bank of Zhongyuan, Bank of Hebei, Bank of Ningxia, Bank of Inner Mongolia, Bank of Tangshan, Bank of Kunlun, Bank of Jincheng, Ningbo Tongshang bank, Ningbo Donghai bank, 10 chengshang banks in Shandong Province, and Beishang bank Beijing Rural Commercial Bank, Jiangxi Rural Credit Cooperatives (more than 80 city and County Rural Commercial Banks in the whole province), Guizhou rural credit cooperatives, Hubei Rural Credit Cooperatives (more than 70 city and County Rural Commercial Banks in the whole province), Shandong rural credit cooperatives, Harbin rural commercial bank, Xining Rural Commercial Bank, Dongguan Rural Commercial Bank, Tianjin Binhai rural commercial bank, Jiangyin rural commercial bank, Sheyang Rural Commercial Bank Bank of China, Taicang rural commercial bank and other banks at all levels, as well as China Life Insurance, China Reinsurance, Taikang Life Insurance, Hezhong life insurance, Everbright Life Insurance, Huaxia life insurance, Guotai life insurance, Tian'an life insurance, Xincheng life insurance, Qianhai life insurance, Xinda property insurance, Sino Italian property insurance, PICC Health Insurance, Zhongsheng insurance brokerage, Dalian Commodity Exchange and other bank customers all chose the products of China Union Products build portal websites and application systems, providing strong technical support for the improvement of customer service ability.
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