广发信用卡荣膺行业数智化创新三项荣誉：以科技温度重塑服务新生态

Core Insights - The banking industry is undergoing a significant transformation from "labor-intensive" to "intelligence-intensive" customer service driven by digital economy trends [1] - Guangfa Bank's Credit Card Center has achieved remarkable results in a competition among 43 customer service centers from 36 banks, showcasing its innovative practices in knowledge platforms, data applications, and intelligent assistants [1] Group 1: Intelligent Knowledge Platform - Guangfa Bank has developed an intelligent knowledge platform that integrates search trajectories, content popularity, and call data to create a "three-dimensional" knowledge search system, significantly improving search efficiency and reducing ineffective search behaviors [2] - The introduction of a "small model + large model" dual semantic recognition architecture enhances intent understanding, leading to improved customer satisfaction and reduced text rejection rates [2] Group 2: Intelligent Service Ecosystem - The bank's strategy focuses on "omni-channel integration, full-process empowerment, and all-scenario innovation," leveraging digital technology and data platforms to create a new ecosystem for data service applications [3] - The implementation of AIGC technology supports over 2000 service agents, enabling intelligent collaboration across various service channels and enhancing service efficiency and customer experience [3] Group 3: Service Benchmarking - Guangfa Bank has received multiple authoritative awards, reflecting its commitment to leading industry innovation and maintaining a customer-centric approach [5] - The bank aims to deepen its "Smart Service+" strategy, focusing on precise customer demand insights and developing a more open intelligent service ecosystem to drive high-quality industry development [5]