据麦肯锡预估,AI技术每年可为全球银行业创造高达1万亿美元的增量价值。人工智能技术已经被广泛应用到各行各业,成为世界不可或缺的一部分。传统银行要赢得竞争并蓬勃发展,必须成为“AI先行”机构,将AI技术作为打造新价值主张和保障客户体验的基础。助力银行金融,人工智能或显神通。
AI银行是以数据驱动银行的金融业务在各个场景中自动流转,直接触达用户并形成自动化运营闭环,帮助金融机构降本增效,进一步实现数字化转型。以客户经营管理为核心,以客户价值实现为目标,由AI电话机器人通过多媒体、全方位、立体化的服务方式,并利用高度集约化、流程化、智能化的AI银行系统和内置的客户经营管理平台,为客户提供实时、全面、快速、专业的各类银行交易、顾问式投资理财、产品销售和增值服务。
1.AI如何助力银行金融智能化转型?
基于数据智能的技术,围绕着用户的个性化服务,主动用AI+人工协作的方法来为用户提供银行金融类服务。
在银行金融部门,设立专职的直营客户经理,以人工座席的身份承接智能电话机器人拨打电话之后的商机,AI文字/语音机器人通过企业微信和电话的方式对话客户,必要时转接人工进行后续服务,根据不同的业务类型和办理路径,采用不同的AI+人工的人机协同方式,达到最优的转化率和最有效的营销方式。
通过在银行内私有云部署数据驱动引擎、AI外呼系统、企业微信云控平台即可实现数据对接,具体的落地运营可以构建集中式运营中心;例如,可配备100路机器人+10个客户经理,AI文字/语音机器人通过企业微信和电话的方式直接邀约客户,以数据挖掘精准需求之后,加上人工协助运营,借助技术的力量为客户提供精准的产品和服务。
2.AI银行金融适用的营销类场景包括:
资产提升类:存款提升,理财产品提升,基金产品提升;
信用卡类:信用卡开卡提升,信用卡分期提升,信用卡活跃度提升;
贷款类:个人贷款和企业普惠贷款类提升;
营销促活类:手机银行活跃、手机银行绑卡以及各种促活类营销场景提升。
通知类:适合应用的通知类场景基本模型是电话机器人通知之后,再根据情况进行二次催办,在累计2-5次之后,将不成功的客户移交给人工处理,可以将大量网点员工从海量通知和催客户办事的事务中解放出来,其中包括除催收业务之外,会计对账、外汇申报、等催办类业务场景的通知,以帮助银行降低人力成本的投入。
3.AI银行金融的投资收益比:节省约60~90%人力成本
传统人工一天拨200通左右的电话,小文智能电话机器人每天能打800-1000通电话是人的4-5倍,一个月成本在1500-2500之间,是人工成本的1/3-1/4,给企业带来的收益是远大于对机器人的投入成本。
小文智能电话机器人具备7*24小时工作,不知疲倦、情绪稳定等特点;集成CRM管理系统,通过网络数据分析、深度自主学习进行对话实时分析,有效地区分客户类别;标签化每次对话,记录客户信息,便于后期项目跟进;从而帮助银行降低人力成本投入、提升服务营销效率;实现精准的服务和运营,为银行提高营销能力和运营效率,带来更多收益。
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