With the development of the times, the competition among the major securities companies is more and more fierce, and the operation cost is also higher and higher. The traditional sales mode has been greatly challenged. In order to promote the sales of securities products, open up 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 "Huilan Technology") combined with the company's many years of experience in the construction of securities portals, in-depth analysis of the current pain points and difficulties faced by securities portals and services. AI empowering securities official website, mobile phone securities, wechat securities, realize intelligent intensive portal management, financial media management; intelligent interaction, intelligent robot empowering securities intelligent network, realize intelligent securities in the new era of ICT!
1.Intensive solution of securities portal
（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 problems in the current securities portal construction process.
The overall logic architecture of the system is the core of the system. Huilan Technology fully studies the requirements of the development of information technology in the securities industry. Considering the robustness, scalability, interoperability, stability, portability and security of the architecture, the following architecture of the securities intensive portal is designed.
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. From the perspective of intensive construction, the whole platform fully utilizes the characteristics of cloud computing, big data, mobile Internet, global service and other technologies to provide an innovative solution for the securities industry to establish a new intensive platform of "unified specification, open interconnection, elastic expansion, innovative operation, intelligent service".
The functional logic structure of the intensive securities portal
Huilan Technology provides the following functions for the centralized solution of securities portal:
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 securities 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 centralized Portal Solution of Huilan Technology manages and shares all kinds of information resources used in the platform. 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 "storage first, use later", the information resources from all securities 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 securities 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.Securities intelligent call center solution
The securities customer service system is an important information system to support the securities customer service department. At present, with the acceleration of the pace of social development, a large number of securities consulting work of all kinds come as expected, and has the characteristics of large number of visits, centralized visits, multiple repeated problems, and personalized problems. 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 pain points of securities business, and based on self-service intellectual property products, constructs the solution of Huilan Technology AI + securities intelligent call center. 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. Huilan Technology fully studies the development requirements of call center in the securities industry. Considering the robustness, scalability, interoperability, stability, portability and security of the architecture, the following AI + securities intelligent call center logic architecture is designed.
AI + securities intelligent call center logic architecture
The AI + securities 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 AI + securities intelligent call center solution of Huilan Technology 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 + securities 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 AI + securities intelligent call center solution 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 and operation cost of the artificial customer service system in a large range.
Relying on the aicallcenter call center system with independent intellectual property rights, the AI + securities intelligent call center solution of Huilan Technology 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 Chinese Scientific Association, 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 AI + securities intelligent call center solution of Huilan Technology provides intelligent to artificial services. For problems that intelligent robot phone seats cannot solve, intelligent to artificial phone seats.
The AI + securities intelligent call center solution of Huilan Technology provides intelligent recording, analysis and learning of unknown problems, and knowledge learning is efficient and controllable.
The AI + securities 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 + securities intelligent call center solution of Huilan Technology provides interface optimization, clustered system deployment, high concurrency and high reliability.
3.Network service robot solution
With the rapid development of artificial intelligence, the application of intelligent robots is more and more widely. More and more securities service outlets introduce intelligent robots to increase the intelligent elements of securities 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 securities service personnel, understands that there are many problems in the current traditional securities 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 has built a robot solution for the securities industry outlets, in-depth solve the problems existing in the current securities service outlets, improve the service efficiency of securities service personnel, improve the service level, and truly achieve real-time, convenient, efficient and intelligent.
Intelligent hardware robots are introduced into the solution of Huilan Technology Securities branch service robots, and the aiot intelligent Internet of things platform and intelligent product line of Huilan Technology independent knowledge products are used to enable, manage and maintain the robots of securities service outlets in a unified way. Provide intelligent guidance, intelligent greetings, intelligent query, business self-service and other services for visiting customers, greatly improve the efficiency of securities service outlets, and solve a series of problems existing in traditional securities service outlets.
The logical structure of the service robot in the securities industry
Huilan Technology Securities branch 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 branch service robot of Huilan Technology securities industry provides intelligent guidance function to realize business event diversion guidance, guide users' way, automatic cruise, etc.
The network service robot of Huilan Technology securities industry 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.
The network service robot of Huilan Technology Securities Co., Ltd. is connected with relevant business systems of the securities industry to realize relevant business queries, 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 securities 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 China Science and technology union, the service robot of China Science and technology union Securities branch carries out unified access management on the robots of each branch of securities service, realizing centralized maintenance, management, monitoring and early warning.
The network service robot of China Science and technology union securities industry relies on the aikf customer service intelligent robot system of China Science and technology union to build the robot brain. The robot brain is customized and designed according to the needs of customers, or the mature hardware robots on the market can be selected for integrated construction according to the needs to meet the different needs of users for appearance.
AiHui intensive intelligent portal platform
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AiURM unified resource management system
AiSearch intelligent search engine
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