许隽：杭州银行已经启动新一轮的AI应用提升

Core Insights - The forum focused on the evolution of robotics in financial technology, emphasizing the integration of embodied intelligence and large models in enhancing customer service and operational efficiency in banking. Group 1: Customer Journey Management - Customer journey management is identified as the strategic core of banking services, evolving from customer information management (ECIF) to customer relationship management (CRM) and now to customer journey optimization (CJO) [1] - Hangzhou Bank has developed a platform called "Dandelion Platform" for inclusive finance customer operations, utilizing CRM for customer service and CJO for customer management [1] - The platform's development involved discussions and validations, leading to the establishment of four key capabilities: precise target customer group construction, multi-channel collaborative outreach, diverse activity arrangement and benefits management, and customer behavior analysis and demand insight [1][2][3][4] Group 2: Key Capabilities - The first capability, target customer group construction, focuses on building a customer label system with over 1,000 micro-enterprise customer labels, allowing for flexible combination and real-time detail generation [5] - The second capability emphasizes multi-channel collaborative outreach, integrating mobile banking, customer service, SMS, and app notifications to enhance customer engagement [6] - The third capability involves managing diverse activities and benefits, establishing a workflow for customer operations similar to credit workflows [7] - The fourth capability centers on real-time customer behavior insights, utilizing an event center as a rules engine for customer operations [6] Group 3: Operational Effectiveness - In 2024, the Dandelion customer journey operation achieved 1.2 million customer interactions across eight operational scenarios, providing 18,000 financial products [6] - The platform architecture includes a marketing platform (CRM) and a customer journey management platform, supported by big data [6] - The enhancement of customer manager capabilities is crucial for effective customer operations, leveraging large model features such as natural language processing and generative AI for training [7] Group 4: AI Integration - The AI knowledge base is critical for application deployment, requiring expert annotation and version management to ensure practical usability [7] - AI tools have been developed to enhance customer manager efficiency, including AI briefings that generate comprehensive KYC reports and provide relevant industry insights [8] - The AI assistant has shown a monthly usage increase of 20% since its launch, with over 15,000 queries in July, significantly improving operational efficiency [8]