**SenseTime’s AI digital human helps the financial outlets of Bank of Ningbo to open a “new window” **
With the general trend of technology, Bank of Ningbo uses digital humans to improve the intelligence level of branch services
Bank of Ningbo is a regional listed bank and one of the 19 systemically important banks in China. At present, Bank of Ningbo has 16 branches in Beijing, Shanghai, Shenzhen, Hangzhou, Nanjing, Suzhou, Wuxi, Wenzhou and other places, and has set up four subsidiaries: Yongying Fund, Yongying Financial Rent, Ningyin Wealth Management, and Ningyin Xiaojin , 25,000 employees across the bank. In the latest list of the “2022 Top 1000 Global Banks” by the British magazine “The Banker”, Bank of Ningbo ranked 87th, entering the ranks of the top 100 global banks for the first time.
At present, the operating environment of the banking industry has undergone significant changes, and the trend of technology, marketization, and internationalization is obvious. Although it is an inevitable trend for customers in the financial industry to go online, offline service outlets are still important customer service platforms and touchpoints. Under the wave of digital transformation, financial outlets are developing in the direction of “smart and unmanned”. The brand-new technological concept will help to optimize service standards, quality and efficiency of outlets.
Bank of Ningbo has always firmly established the development concept that technology is the primary productive force, continuously increased investment in technology system construction, and has established a certain comparative advantage among similar banks. Considering that digital humans can replace bank employees to interact with customers through voice interaction, provide business consultation, product introduction, scanning codes and taking numbers and many other services, and can also assist customers in handling transfers and remittances on self-service machines, which helps to improve themselves. With regard to the intelligent and technological level of bank outlet services, Bank of Ningbo decided to introduce digital humans to promote the upgrading of the intelligent service system and add more humanistic care to financial services.
In response to the above business demands, Bank of Ningbo Shanghai Branch joined hands with SenseTime to create a super-realistic AI digital human lobby manager “Xiao Ning” to provide customers with various business consultation and services with a lifelike customer service image. The digital human customer service is exclusively created by Shangtang Technology based on three intelligent engines for Bank of Ningbo, and can provide full-chain service support from front-end customer reception to back-end operation management.
Supported by three intelligent engines, Ningbo Bank’s digital staff “work” efficiently
According to the demand exchange with the Financial Technology Department of Bank of Ningbo Shanghai Branch, SenseTime combines its own capabilities and advantages, and uses its own “intelligent generation engine” and “intelligent drive engine” around the two dimensions of “personification” and “automation”. And the three engines of “intelligent interaction engine”, and through the process connection and standardized processing among the three engines, a “one-stop” AI digital human production line is created to quickly and efficiently complete the modeling and driving of “Xiaoning”.
1. Anthropomorphic aspects
1) SenseTime’s “intelligent generation engine” integrates artificial intelligence technology and CG modeling links, and supports the rapid generation of various types of digital humans such as 3D hyper-realism, 3D simulation, and 3D cartoon. The generation engine can automatically generate high-precision 3D facial models based on facial scans of a small number of photos, or quickly generate 3D cartoon stylized images based on photos. In addition, the generation engine also supports calling corresponding algorithm modules to automatically beautify, face/hair and other character image details, helping developers reduce the cost and time required for CG modeling. Based on the needs of Bank of Ningbo, SenseTime created a 3D hyper-realistic digital human image for Bank of Ningbo relying on the intelligent generation engine.
2) At the same time, in order to improve the movement coordination of “Xiaoning” and make Xiaoning’s visual effects and user perception more real, SenseTime integrates artificial intelligence technology with animation design and production links, and uses the “intelligent driving engine” It is processed in two stages. In the first stage, in the AI-driven preparation process, algorithms are used instead of manual labor to speed up skinning and BS production; secondly, in the action AI-driven process, through real-life big data deep neural network training, the STA algorithm is used to simulate real peopleâ??s mouth shapes, Expressions and body movements make the movements of AI digital humans more coordinated, and also greatly reduce the work intensity and labor costs of animators.
2. Automation
SenseTime mainly relies on the “intelligent interaction engine” to develop three major functions, namely, communication object recognition and analysis, speech semantic understanding and knowledge base application, to provide “Xiaoning” with a smart brain.
1) Under the communication object recognition and analysis function, SenseTime relies on the combination of vision and voice recognition algorithms to help “Xiaoning” quickly and efficiently establish a dialogue relationship with users in actual application scenarios. When the visual algorithm recognizes the gaze of the face, “Xiaoning” can automatically turn on the voice interaction and perform active greetings and trigger follow-up services, without the need to wake up through traditional voice; during the service process, it can also recognize the user’s mouth shape to determine the current user Whether to speak, and then filter out background noise.
2) In terms of speech semantic understanding and knowledge base, based on the combination of speech recognition (ASR), speech synthesis (TTS), natural language understanding (NLP) and other technologies, combined with the vast amount of financial knowledge accumulated by SenseTime The automatic acquisition of industry corpus and the ability to train NLP models quickly customized the intelligent voice dialogue and question answering system of “Xiaoning”, and realized the online update and maintenance of the knowledge base of “Xiaoning” through access to the background operation management platform, helping “Xiaoning” “Xiaoning” undergoes continuous iterative upgrades.
3. Business application
1) At the front end of the business, “Xiao Ning” replaces the lobby manager, can automatically identify the customers who come to handle business, and take the initiative to greet them, and then through professional and natural communication and interaction, automatic guidance and intelligence are provided according to the individual needs of customers The diversion demonstrates the wit and professionalism of the No. 001 digital employee of Bank of Ningbo.
2) In the management backend, “Xiaoning” is connected to the operation management platform of Bank of Ningbo, which can realize continuous update of knowledge base and business data analysis. Relying on the knowledge base system, “Xiaoning” can answer various complex business questions. When encountering a problem beyond the scope of the knowledge base, it can also be remotely taken over by the management staff for timely reply. At the same time, the platform will automatically collect and record the questions, and update the answers to the knowledge base in a timely manner to continuously expand the “knowledge” of “Xiaoning”. At present, “Xiaoning” can already answer more than 550 common business questions and over 3,000 related business questions derived from them. Through the continuous operation and optimization of the operation management platform, more than 50 business-related derived questions can be added every day.
3) Not only that, the operation and management platform of Bank of Ningbo can also gather a large amount of business information generated by the daily interaction with customers collected by “Xiaoning” as a front-end contact point. By analyzing the interactive information, it can pay attention to the problems of each branch Direction, high-frequency problems, and business needs are counted in the background, and then provide big data support for Bank of Ningbo’s internal product iteration and business direction prediction, etc., so that Bank of Ningbo can effectively plan the business of each outlet and further realize technology-enabled business innovation .
Innovative interactive experience, digital human helps Bank of Ningbo to explore new service models
Vivid images and an interactive experience similar to real people, the digital employee No. 001 “Xiao Ning” makes the customers of Bank of Ningbo feel fresh. It not only effectively improves the customer’s attention time, but also creates more business promotion opportunities for the bank through new contacts. Under the general trend of “intelligent and unmanned” outlets, the AI â??â??digital human “Xiaoning” has become a “new window” for banks to serve offline customers, and has also become an important tool for Bank of Ningbo to improve service efficiency, service quality and standards. carrier.
In addition, SenseTime has created a smart knowledge operation system for Bank of Ningbo Shanghai Branch. With AI digital human as the entrance, it has established an effective operation data management mechanism for bank outlets. It uses intelligent technology to comprehensively improve the efficiency of banking services and continuously improve customer service. experience.
https://www.sohu.com/a/663585351_545428
https://www.sohu.com/a/663585351_545428