Core Viewpoint - The bank is undergoing a significant upgrade of its outdated intelligent customer service system in collaboration with Ronglian Cloud, aiming to enhance service availability and operational efficiency while ensuring zero business interruption during the transition [1][3][4]. Group 1: System Upgrade Challenges - The existing customer service system has shown signs of aging, including reliance on outdated technology, operational difficulties, and insufficient stability [1]. - The upgrade project involves a complete overhaul of the system architecture and AI capabilities, transitioning from a "usable" to a "highly available" system [3][4]. Group 2: Key Tasks in the Upgrade - Ronglian Cloud successfully managed the transition from the original vendor, which had a closed technology and lacked documentation, by quickly familiarizing itself with the system logic and establishing a sustainable maintenance framework [4]. - The project ensured a smooth replacement of the old system with the new one while maintaining zero business interruption, avoiding common risks such as service disruptions and data inconsistencies [4]. - A comprehensive migration of accumulated business knowledge, unique Q&A, and operational logic from the old system to the new one was achieved, ensuring no loss of business logic [4]. Group 3: Dual-Active Architecture - The new system features a dual-active architecture that allows for multi-center parallel deployment, real-time data synchronization, and rapid fault switching, ensuring high availability [5]. Group 4: Intelligent Upgrade - The new AI customer service platform is designed to understand business needs and enhance operational efficiency [6]. - The upgrade includes advanced semantic understanding capabilities, enabling multi-turn conversations and context comprehension, thus providing a more natural interaction experience [8]. - The system has been tailored to recognize local dialects and non-standard financial terminology, improving its ability to understand personalized inquiries [8]. Group 5: Knowledge Management - The new system implements a full-process management of FAQ knowledge, resulting in over 50% improvement in operational efficiency [9]. - It features intelligent learning optimization, which enhances recognition accuracy through automatic generalization of similar queries and synonym management [9]. - Knowledge is categorized by consultation channels (APP, WeChat, phone) to ensure precise service content matching [9]. Group 6: Operational Management - The system includes intelligent tagging for unrecognized issues, allowing for quick model optimization [12]. - It provides multi-dimensional analysis of customer traffic, trending issues, and robot satisfaction, supporting business decision-making [12]. - Complete chat logs are retained for problem tracing and service process optimization [12]. Group 7: Robust Maintenance - A full lifecycle maintenance service has been established to ensure long-term system stability and evolution, addressing the shortcomings of the original vendor [13][14]. - The new maintenance framework includes 24/7 online support, rapid response, and business collaboration mechanisms [14]. - Fault resolution time has been significantly reduced to under 2 hours, with a complete operational log aiding in quick diagnostics [16]. Group 8: Future Outlook - The successful upgrade of the intelligent customer service system is a critical milestone in the bank's digital transformation, laying a foundation for future advancements [18]. - The revamped system aims to provide a more personalized and efficient financial service experience, enhancing the bank's role in promoting inclusive finance [18].
业务不停、服务不降！容联云护航某银行智能客服智能升级