在数字经济浪潮奔涌的当下，客户服务正经历着从"人力密集"向"智慧密集"的深刻变革。中国银行业协 会"2025年客服中心与远程银行数智化创新应用大赛"评选结果日前揭晓，广发银行信用卡中心客户服务 部凭借三大创新实践，在36家银行机构的43家客服中心的激烈角逐中，于知识平台、数据应用、智能助 手三个赛道中斩获优异成绩。这不仅是行业对广发信用卡数智化转型成果的权威认证，更生动地诠释了 金融机构以科技与温度重塑服务生态的创新实践。 破题：构建智慧服务"最强大脑" 为助力坐席"找得到"、"找得快"、"找得准"，广发信用卡创新打造智能知识平台，将搜索轨迹、内容热 度与通话数据深度融合，构建起"三维一体"的场景化知识搜索体系。随着各项智能化及创新功能的深入 使用与应用场景的不断拓展，知识搜索效率显著提升，坐席无效搜索行为比例有效降低，每月减少数万 次重复检索，极大提升了服务流畅度。 与此同时，面对业务类型增多、坐席查询压力加大的挑战，广发信用卡通过打造交互式智能搜索能力， 使复杂业务查询单次处理耗时平均节省十余秒。面对客户群体表达习惯多样的特点及在线文字端差异化 的现实情况，项目系统创新引入"小模型+大模型"双层语义识别架 ...

Group 1 - The core concept of "Alipay Touch" has expanded into the hotel check-in sector, with Hangzhou Wanghu Hotel becoming the first fully automated "Touch" concept hotel in China [1][2] - The operational process allows guests to complete identity verification via self-service devices, obtain electronic room keys through "Touch," and access various hotel services seamlessly [1] - The model aims to replace repetitive tasks with technology, enabling hotel staff to focus on personalized service, and is expected to become a hallmark of high-star hotels in Hangzhou [1] Group 2 - "Alipay Touch" has been implemented in over 400 cities and more than 5,000 large chain brands, extending its application to over 300 scenarios including dining, transportation, and package retrieval [2] - The user base for "Alipay Touch" has surpassed 100 million, with half of the users being under 30 years old, indicating a shift towards digital service and business operations [2] - Key suppliers for "Alipay Touch" include Lens Technology, Orbbec, and Fudan Microelectronics, with Fudan Microelectronics providing high-performance NFC chips [2]