Zhong Zheng Wang·2025-07-06 16:01Core Viewpoint - The importance of consumer rights protection in the financial industry is increasingly highlighted, with China Construction Bank's remote intelligent banking center playing a crucial role in enhancing service quality and maintaining good customer relationships [1][2]. Group 1: Consumer Rights Protection - The remote intelligent banking center of China Construction Bank is committed to protecting consumer rights and improving service quality as part of its social responsibility [1]. - The center has developed a complaint customer early warning model based on massive unstructured data to prevent customer complaints effectively [1]. Group 2: Data-Driven Innovations - The introduction of large language models for machine learning has driven innovation in data tools, with a sample of 2,948 dialogue texts processed to identify 196 complaint-prone texts [2]. - The early warning model has shown positive results, with no repeat complaints from warned customers after one month of tracking [2]. Group 3: Collaborative Mechanisms - The model connects the remote intelligent banking center's operations with the branches, creating a dual service information-sharing mechanism between customer service representatives and account managers [2]. - The initiative aims to strengthen the entire process of "discovering-warning-solving," promoting a replicable cooperation model across the bank [2]. Group 4: Future Directions - The remote intelligent banking center plans to continue optimizing digital projects to enhance consumer protection efforts, aiming to reduce customer complaints and improve satisfaction [2].