破局行业痛点 招联“自信”“自愈”重塑金融服务新样本

Core Viewpoint - The consumer finance industry is leveraging innovation and technology to enhance service quality and efficiency in supporting the real economy, with companies like Zhaolian leading the way in promoting inclusive finance through a technology-driven approach [1][2]. Group 1: Innovation and Technology in Consumer Finance - Zhaolian has established core capabilities such as IT-driven operations, product innovation, smart services, internet risk control, digital operations, intelligent collection, and data-driven consumer protection [1]. - The company has introduced a differentiated pricing mechanism that allows for flexible and precise interest rate pricing based on individual consumer credit status and risk tolerance, addressing the diverse needs of a varied customer base [3]. - Zhaolian's "self-confidence" service model empowers consumers by allowing them to provide their own financial proof for loan approvals, thus shifting some decision-making power back to the customers [4]. Group 2: Consumer Rights Protection - Zhaolian prioritizes consumer rights protection by integrating complaint rates as a core performance indicator, leading to a decrease in platform complaint rates over recent years [2]. - The company offers products like "Good Period Loan" and "Credit Payment," which provide online, no-collateral, low-interest consumer credit services, reflecting a commitment to consumer needs [2]. Group 3: Post-Loan Management and Customer Experience - Zhaolian has implemented a "self-healing" service that focuses on post-loan management, utilizing technology to understand the needs of overdue customers and offering tailored support to enhance repayment experiences [5]. - The company has deployed nearly 20,000 AI robots to improve customer interaction and response times, achieving a 97% accuracy rate in identifying customer needs [7]. - Zhaolian's use of AI technology in post-loan management aims to create a sustainable financial environment while enhancing customer experience and operational efficiency [6][7]. Group 4: Future Outlook - Zhaolian plans to continue monitoring consumer needs and optimizing business models to provide high-quality financial services, contributing to the sustainable development of the consumer finance industry [8].