Recently, two AI digital employees "Hai Xiao Zhi" and "Hai Xiaohui" of Shanghai Bank went online to provide intelligent financial services to the public through various channels such as mobile banking APP, e-link, offline flagship outlets and "Yuan Universe Bank". The two AI digital employees are jointly developed by Shanghai Bank and Shangtang Technology. Based on the "consultation" big language model and digital video generation technology, it is expected that bank customers will get more convenient information services, especially helping to eliminate the "digital divide" faced by the elderly.
"Hai Xiao Zhi" and "Hai Xiaohui" appear as young men and young women respectively, with expressions, actions and tone of voice close to real people, and can provide interactive services such as business consultation, product recommendation, marketing anchor and bank brand promotion. When interacting, they can chat naturally instead of searching, so that customers can easily experience all the services of mobile banking. This lowers the use threshold for the elderly who are not used to the operation of APP pages, and its ultra-realistic image will also make the elderly feel the emotional value of temperature.
AI digital employees of Shanghai Bank "Hai Xiao Zhi" and "Hai Xiaohui"
It is reported that Shanghai Bank is the largest pension agency in Shanghai, and nearly 30% of its mobile banking users are customers over 60 years old. The survey shows that elderly customers are more willing to go to offline outlets to handle time deposits, print transaction flow and other businesses, and they need professional financial services and companionship with temperature.
The rise of a new generation of information technology, such as AI big model and digital, has basically met these needs of the elderly. This year, Shanghai Bank cooperated with Shangtang Technology "Ruying" to create AI digital employees based on "Consultation" language model and "Ruying" digital human video generation technology. At present, "Hai Xiao Zhi" and "Hai Xiaohui" have completed the knowledge base training of 2,000 question-and-answer data and 100,000 corpus data, have professional financial knowledge question-and-answer ability, and are proficient in all details of more than 4,000 financial products of Shanghai Bank.
With the natural language processing ability of the "consultation" model, AI digital employees can accurately distinguish professional issues from small talk topics, and can also conduct real-time voice interaction and automatically adapt to large-format scenes, bringing customers a good exclusive interactive experience.
In front of AI digital employees, customers can query account balance, transfer records, financial product introduction and other information by chatting, and easily obtain all services of mobile banking. Taking pension inquiry as an example, the elderly don’t need to know the button position of this business, just say "inquire pension" to digital people, and they can get the corresponding account options under their own names, and complete the pension inquiry business in a question and answer.
In addition to pension inquiry, there are more than 10 similar multi-round interactive scenarios such as balance inquiry, which help the elderly to handle mobile business through question-and-answer guidance and help this group cross the "digital divide".
AI digital employees provide personal financial services to customers.
At present, "Hai Xiao Zhi" and "Hai Xiaohui" have been launched on the mobile banking APP of Bank of Shanghai and the recently released "Yuan Universe Bank", and they will also appear in the flagship outlets of the Puxi headquarters building of Bank of Shanghai, so as to achieve higher-frequency customer service without increasing the number of service departments.
In order to ensure financial security, Shang Tang has also done a lot of preparatory work, for example, jointly formulated the "Trusted Digital Man" standard with China ICT Institute. The digital people created by Ruying platform are trusted and will not be stolen or tampered with, which lays a safe foundation for the promotion and application of AI digital people in the financial industry.