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]