Finance AICC Solution
Embrace AI for a Humanized Digital Customer Experience
Enterprise products, solutions & services
Challenges
With Financial Technology (FinTech) now prevalent in the industry, financial institutions must roll out smart, customer-centric contact centers, integrating marketing, sales, services, and Customer Relationship Management (CRM), to win customer recognition.
Contact centers are not only essential channels for the financial industry to engage customers, they also bring significant added business value.
With labor costs accounting for 60% to 70% of expenditure in contact centers, a renewed focus on improving efficiency — to cut costs — is now required.
State-of-the-art 5G, Artificial Intelligence (AI), and video technologies revolutionize the service experience in contact centers, upgrading customer interactions across the board.
Better Customer Services for the Financial Industry
Huawei’s Financial Artificial Intelligent Contact Center (AICC) Solution helps financial Institutions provide far better customer services across a range of channels, including voice, text, and video. It draws on the latest user experience technologies — including speech and semantic recognition, Natural Language Processing (NPL), Large Language Model (LLM) systems, High Definition (HD) video, digital human technology, and the Internet of Things (IoT) — to provide a seamless user experience and highly efficient services.
Gain the Edge
Video Capabilities
HD video services enable video calls, video Interactive Voice Response (IVR), and digital humans in electronic Know Your Customer (eKYC), marketing, robo-advisor, and post-loan management roles.
Omni-Channel Access
Roll out a seamless service across all digital channels, from mobile apps and social media accounts to call, email, and Short Message Service (SMS) systems, to significantly enhance the customer experience.
Smarter Services
Real-time personalized interactions powered by LLMs, 24/7 robo-support, AI assistants, and intelligent quality assurance help cut costs and boost efficiency.
Simplified Operations
A one-stop agent workbench with modular menus and CRM integration makes service processes easy.
Architecture
An AICC supports access through voice, video, and multimedia channels.
A range of open Application Programming Interfaces (APIs) help to quickly develop a customer-facing platform that supports IVR.
AI enables intelligent services including chatbots, agent assistance, online quality assurance, and telemarketing.
Huawei's global partner ecosystem supports standard engineering delivery and maintenance processes, assuring high-quality and stable operations around the world.
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