A certain bank's customer base is rapidly growing, leading to increased labor costs. The majority of customer queries are simple and repetitive, which limits the efficiency improvements. The passive interaction model severely hinders breakthroughs in service quality. There are significant issues with high labor costs and low business processing efficiency.

This project was upgraded and reworked based on the previous AVAYA platform. Some parts of the AVAYA platform remained unchanged, but the application system was redeveloped to support full-media access. It also integrated intelligent products such as smart robots, intelligent voice navigation, smart maps, and an enterprise-wide intelligent knowledge base to create a smart customer service system with multi-channel access.

The multimedia customer service includes both the client and server of the multimedia platform. Client access channels include WeChat, mobile banking, online banking, portals, and Xiaosu Bangke. The system maintains extensibility for online customer service channels and can later be applied to direct banking, credit card WeChat customer service, and other channels. It significantly improved service quality, increased user loyalty, simplified and reduced transaction costs, and expanded customer service and promotional channels.