近日，第二届不良资产处置及风险防控高峰论坛在北京全国人大会议中心举行。本届论坛以"合规·使 命"为主题，由中国中小企业协会不良资产处置工作委员会、联通在线信息科技有限公司等单位联合主 办。招联消费金融股份有限公司（简称"招联"）消保办主任万奎伟受邀出席，并以《金融向善，数智消 保的招联实践》为题发表主旨演讲，分享招联以中医"治未病"理念为指引、基于大模型技术构建三层智 能消保防线的实践成果，为行业提供可借鉴的"招联方案"，展现科技驱动消保体系建设的可行路径与创 新价值。 基于对行业痛点与客户需求的深刻洞察，招联借鉴中医理念，以自研的"智鹿大模型"为技术基座，创新 打造覆盖"未病先防、欲病早治、已病综治"的三层消保防线，推动消保工作从被动响应向主动管理、从 事后处置向源头治理转变。 本届论坛汇聚百余位来自相关部委、金融机构、资产管理公司及学术界的权威代表，围绕不良资产处置 现状、风险防控与科技应用等关键议题展开深入探讨。中国中小企业协会会长、国家发展和改革委员会 原副主任、深圳市原市长李子彬等嘉宾出席并致辞，指出不良资产处置对维护国家金融稳定具有重要意 义，强调技术创新与合规建设是推动行业高质量发展的关键。论坛 ...

Core Insights - The second summit on non-performing asset disposal and risk prevention was held in Beijing, focusing on compliance and mission, highlighting the importance of technology and regulatory frameworks in the financial sector [1][2] - The summit featured over a hundred representatives from various sectors, emphasizing the critical role of non-performing asset management in maintaining financial stability and the need for technological innovation [1][2] Group 1: Financial Consumer Protection Strategies - The financial consumer protection work is evolving due to changes in the economic environment and financial landscape, necessitating new thinking and technology to address complex challenges [2] - The core management philosophy shared by the company includes three key points: self-discipline within institutions, streamlined customer service channels, and collaborative industry governance to combat illicit activities [2][3] Group 2: Technological Innovations in Consumer Protection - The company has developed a three-tier consumer protection framework based on traditional Chinese medicine principles, focusing on prevention, early intervention, and comprehensive treatment [2][3] - Specific initiatives include the "Tian Gang Customer Insight System" for real-time risk monitoring and fraud prevention, which successfully blocked over 20,000 telecom fraud cases in 2024 [3] - The company has implemented proactive customer support measures, resulting in a 39% increase in interest waivers for struggling clients and a significant reduction in complaint pressures [3][4] Group 3: Enhancing Financial Literacy and Consumer Engagement - The company prioritizes improving consumer financial literacy through engaging educational materials disseminated via various channels, achieving over 400 outreach events and reaching over 32 million individuals in 2024 [3][4] - The use of AI technology has significantly enhanced the efficiency of consumer protection communications, transforming the content generation process [3][4] Group 4: Impact on Customer Experience and Brand Trust - The company's consumer protection efforts have shifted from being a cost center to a core value driver, enhancing customer experience and brand trust [4] - Key performance metrics include a 99.04% first response rate to complaints within 48 hours and a 98.73% resolution rate within five working days, alongside a 25% decrease in regulatory complaint transfers [4] Group 5: Commitment to Sustainable Financial Practices - The company aims to align with national financial stability goals and contribute to high-quality industry development through continued technological empowerment in consumer protection and risk management [4]