这正是金融行业客服场景变革的缩影。从"专人专岗"到"一人多岗"，一场由AI驱动的工作方式与组织形 态的迭代，正在悄然发生。 当金融客服配上"AI分身" 在过去，金融客服是一个高度分工的领域。持卡人一通咨询电话打进来，往往只能接通一个环节的接线 员，查询、理赔、法律咨询等环节分属不同座席，流程割裂、响应滞后，客户要解决一个问题，往往要 经过多轮等待，体验感难以保障。 "人都无法交流解决，更不要说机器接线员了。"某信用卡用户李小姐向记者吐槽，她致电银行的第一个 操作就是"转人工客服"。 如今，当客服专员配上"AI分身"，其服务边界正在被重新定义。 ◎记者 温婷 在江苏某区域性银行的客服中心，刚刚结束培训的接线员小王坐在电脑前，屏幕上显示着一个看似普通 却暗藏"玄机"的操作界面。一通关于贷款逾期的咨询电话接入，她一边聆听客户问题，一边瞥向屏幕右 侧——那里，一个AI助手已实时分析客户历史数据、条款规则与处理路径，并推送出个性化的应答建 议与操作指引。短短几分钟内，客户从焦虑询问到满意挂断，全程无须转接、无须等待，用户"最多呼 一次"的服务新范式在小王和"AI分身"的帮助下一气呵成。 "现在我们的AI数字客服服务人次 ...

Core Viewpoint - The consumer electronics market is set for a structural recovery in 2024, driven by the generative AI technology revolution and supportive policies, with Chinese companies actively expanding overseas to enhance global presence and innovation capabilities [1]. Group 1: Company Performance - Tongli Technology, a smart acoustic device manufacturer, achieved a revenue of 11.46 billion yuan in 2024, with over 80% of its revenue coming from overseas markets, significantly higher than the industry average [1]. - The company has established 10 overseas subsidiaries and has 4 R&D centers and 5 manufacturing bases globally, focusing on North America, Europe, and Asia for its sales [1][4]. Group 2: Overseas Operations - Tongli Technology has leveraged the advantages of Southeast Asia, such as stable political conditions and a young labor force, by setting up three manufacturing bases in Vietnam and one R&D center in Malaysia [4]. - As of December 31, 2024, the company employed 3,611 overseas staff, accounting for 29.55% of its total workforce [4]. Group 3: Labor Outsourcing Strategy - Since 2023, the application of AI in consumer electronics has accelerated, leading to fluctuations in production orders. Tongli Technology has adopted labor outsourcing for 18 auxiliary production processes to optimize workforce allocation and reduce costs [5][7]. - The labor outsourcing amount for Tongli Technology reached 287.12 million yuan in 2024, representing 2.99% of its total operating costs [7]. Group 4: Industry Trends - The consumer electronics industry is experiencing a shift towards flexible labor models to address seasonal demand fluctuations, with companies like Huqin Technology and Guoguang Electric also increasing their labor outsourcing amounts [8]. - Digital outsourcing services are emerging as a solution to the labor volatility challenges faced by the consumer electronics sector, enhancing operational efficiency and cost management [9]. Group 5: Future Outlook - The consumer electronics industry is expected to continue evolving towards smart, ecological, and globalized development, with emerging overseas markets becoming crucial growth points [12]. - Companies must strengthen local talent development and cross-cultural management to navigate the complexities of global operations effectively [12][15].