Core Viewpoint - The report emphasizes the importance of consumer rights protection in the financial sector, highlighting the integration of technology, systems, and services to create a comprehensive consumer rights protection framework [1][2]. Group 1: Consumer Rights Protection Framework - The company has fully integrated consumer rights protection into its governance, achieving comprehensive coverage of business process reviews and consumer protection education through both online and offline channels [1][2]. - In 2025, the company completed 2,976 reviews of various terms and processes, achieving a 100% coverage rate [2]. Group 2: Technological Empowerment - The company launched the "Smart Customer Due Diligence Solution" called "Zhidun," which utilizes AI and machine learning to enhance the efficiency and accuracy of credit due diligence processes, serving over 630,000 customers and saving more than 9 million minutes in application time [2][3]. - The "Smart Service 3.0" project improved customer service resolution rates by 2% and reduced the need for human intervention by 14%, increasing customer satisfaction from 80% to 85% [3]. Group 3: Information Security and Risk Management - The company has implemented AI facial recognition technology in its digital bank, successfully intercepting over 1,000 suspected identity fraud cases, thereby enhancing consumer information and asset security [3][4]. - The company achieved an upgrade in its ESG rating from A to AA by MSCI, indicating its leadership in consumer rights protection and data security [4]. Group 4: Fraud Prevention Initiatives - The company established a standardized process for combating financial fraud, reporting 4,465 cases of online black market activities and successfully addressing 3,868 of them [5][6]. - A comprehensive fraud prevention system was developed, which includes early warning, intervention, and post-event collaboration, successfully preventing a customer from falling victim to a fraudulent loan scheme [6]. Group 5: Consumer Education and Engagement - The company conducted 1,191 offline educational events, reaching over 40 million financial consumers, and initiated a "Financial Literacy Empowerment Program" to enhance consumer awareness of fraud [6][7]. - Targeted consumer education efforts were made for key demographics, including the elderly and new citizens, to address specific financial literacy needs [7][8]. Group 6: Commitment to Consumer-Centric Services - The company emphasizes a consumer-centric approach by providing 24/7 support through multiple communication channels and organizing face-to-face communication events to gather customer feedback [8]. - Future plans include continuing to integrate consumer rights protection into the company's development strategy, ensuring that financial services remain respectful and protective of consumer rights [8].
陆控发布2025消费者权益保护年度报告：AI in all赋能消费者权益保护一体化