Customer Service Automation
Industrial Bank wanted its digital-service channels to deliver better customer experience, broader self-service coverage, and more precise operations as customers moved online, but legacy service models could not scale personalized support or reduce dependence on human agents.
Reported impact
Industrial Bank raised automation coverage and service quality, kept banking services running during pandemic restrictions, and turned intelligent service into a broader platform for remote operations and precision marketing.
Industrial Bank and Baidu AI Cloud built a new-generation intelligent customer-service platform spanning voice, outbound service, and online banking interactions. Baidu AI Cloud Intelligent Customer Service serves as the delivery layer for business handling and consultation, while Intelligent Speech and Smart Outbound Calling expand the bank's reach across voice channels. The implementation uses speech recognition, speech synthesis, natural-language processing, multi-turn dialogue management, emotional analysis, and visual transaction handling so simple standardized tasks can be completed by the robot and disputed or complex cases can transfer to agents. The source highlights more than 350 voice-service scenarios and differentiated service strategies for different regions and customer groups, including an elder-friendly 'just say it' mode during the pandemic. The result converts service conversations into reusable assets for remote banking, digital operations, and precision marketing.
Customer calls and digital-service requests enter the intelligent customer-service platform, where speech and NLP services interpret requests, route simple tasks through automated handling flows, and transfer disputed cases to human agents. The resulting conversation data is reused to refine scenarios, support remote-banking operations, and expand precision service coverage.
By the end of the first quarter of 2022, daily handled volume was nearly 100,000 calls, intent recognition reached 93.87%, speech transcription reached 93.34%, and first-contact resolution reached 88.18% (original: 截至2022年一季度末，兴业银行智能客服业务办理量日均近10万通，意图识别准确率达93.87%，语音转译准确率达93.34%，问题一次解决率达88.18%).
Customers can complete business handling through voice interaction in more than 350 scenarios (original: 客户通过语音交互可完成业务办理的场景超过350个).
During the pandemic, the intelligent customer service handled 80% of online business and provided differentiated services in places such as Shanghai and Changchun (original: 疫情期间，兴业银行智能客服处理了80%的在线业务…在上海和长春，客户拨打服务热线时会听到智能语音的专属问候和业务办理引导).
Industrial Bank and Baidu AI Cloud explored a new-generation intelligent customer-service robot and upgraded the bank's service to proactive, intelligent, and omnichannel capabilities (original: 兴业银行携手百度智能云推出新一代智能客服机器人…实现主动式、智能化、全渠道能力升级).
The first phase introduced visual handling, multi-turn dialogue management, and sentiment analysis under a human-machine collaboration model in which simple standard business is handled by the robot and complex disputes are transferred to people (original: 围绕“简单标准业务智能机器人办理，复杂争议业务转人工处理”的人机协作模式，研发上线了可视化办理、多轮对话管理、情感分析等功能).
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Traceability
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