Customer Service Automation · Risk Management
Rongshan Technology was tackling highly fragmented personal-loan nonperforming assets with labor-intensive manual teams, low customer reach, and growing compliance exposure. The company needed a full-process AI approach that could automate outreach, understand intent, analyze dialogs for risk, and maintain standardized operations from first contact through repayment and dispute resolution.
Reported impact
Rongshan transformed collections and dispute-handling into a more standardized AI workflow. Compared with manual operations, daily customer reach improved 20x and repayment recovery improved more than 5x, while the cloud-based quality-control layer reduced compliance exposure and let the business scale without matching growth in headcount.
Rongshan Technology built its asset-disposal workflow on Alibaba Cloud around Tongyi Xiaomi's smart outbound robot and intelligent dialog analysis. The architecture combines Rongshan's own asset-management system, large-model outbound-call system, and data-analysis system with cloud-based AI services so the company can automate outreach, online agreement signing, repayment follow-up, and arbitration mediation in one flow. Digital mediators driven by the outbound robot interpret customer intent, perform emotional analysis, and produce compliant settlement options, while intelligent dialog analysis continuously inspects outbound interactions for quality and regulatory risk. Around those business functions, Rongshan uses an elastic cloud-native deployment model for its AI workloads so compute can scale with asset volume without forcing the company to overbuild fixed infrastructure. The result is an AI-first collections and settlement pipeline rather than a manually stitched process.
Asset and case data from the management system is fed into the large-model outbound layer, where Tongyi Xiaomi digital mediators contact borrowers, classify intent, and recommend settlement actions. Call transcripts are then analyzed by the dialog-analysis layer to flag risk, support follow-up, and drive the later steps of signing, repayment tracking, and arbitration mediation.
Compared with manual handling, daily customer reach improved 20 times and recovery improved by more than 5 times. (original: 相对人工处置模式，日均客户触达率提升 20 倍，回款率提升 5 倍+。)
Digital mediators can identify customer intent and perform emotion analysis to provide compliant personalized settlement options. (original: 调解数字人能准确捕捉客户意图，并进行情绪分析，从而提供符合法规要求的个性化和解方案。)
Rongshan created the first full-process AI intelligent comprehensive solution in personal-loan nonperforming-asset handling, supported by its own asset system, large-model outbound system, and data-analysis system. (original: 以自研的资产管理系统、大模型 AI 外呼系统、智能数据分析系统为技术支撑，创建了个人贷款不良资产处理领域首个全流程 AI 智能综合解决方案。)
The cloud plus AI architecture covers the whole process from outbound mediation to online signing, repayment tracking, and arbitration mediation. (original: 融山科技实现了从外呼调解到线上签约，再到还款跟踪与仲裁调解的全流程智能化运作。)
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