ORIGIEN Next-Gen Digital Infrastructure
Distributed Core Banking System
Distributed Financial PaaS
Data Middle Platform
Digital Marketing
Risk & Compliance
Payment & Settlement
Channel Solutions
Credit Management
Transaction Banking
Open Banking
Digital Operation
QA Platform
AI Applications
Industry SolutionsRemote Banking Construction for a Nationwide Joint-Stock Commercial Bank
This project involved upgrading the existing AVAYA + Genesys platform and rebuilding the application system. The new solution adopts the Genesys Total platform integrated with Vidyo video technology. It supports omnichannel access and incorporates intelligent features such as chatbots, voice navigation, smart maps, and a bank-wide intelligent knowledge base, forming a comprehensive smart customer service system.
The first phase took over the legacy phone banking and credit card voice service systems, and rebuilt an internet-based smart customer service platform supporting voice, text, and video interactions. Leveraging “video interaction” technology, the bank launched a remote video banking service (VTM) with full functionality and a counter-like experience, enabling in-person services for customers in rural hubs and residential communities.
Building on the VTM video access capabilities from Phase I, Phase II expanded to mobile video channels for marketing, contract signing, and other service processes. It also introduced chatbots to automate customer inquiries and reduce manual workload. The solution further integrated outbound call automation for credit card collections, customer callbacks, marketing campaigns, and client care. A bank-wide intelligent knowledge base was also implemented to enhance service efficiency.
The successful launch of the smart customer service platform unified the phone banking services for debit and credit operations. This significantly reduced misrouted calls caused by incorrect line selection, leading to a notable reduction in call volume and associated labor costs. Within the first two months post-deployment:
Monthly misrouted call volume dropped by 24% on average.
Average monthly call connection rate improved by 5% over industry-leading levels.
The bank is projected to save approximately RMB 600,000 annually.
Moreover, the platform has laid a strong foundation for future marketing campaigns and new customer engagement channels.
中电金信鲸Bot RPA是一款面向金融行业客户的机器人流程自动化的开发平台。
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鲸Bot设计器
鲸Bot设计器集成了浏览器自动化组件，office办公自动化组件，数据库组件，文件处理组件、邮件组件等多种类型组件，通过全栈自动识别技术，自动识别目标元素，使开发过程所见即所得，降低了RPA开发门槛，让业务人员也可以方便地进行业务流程的开发。
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鲸Bot机器人
通过手动执行、定时执行、控制台远程调用的方式运行自动化流程，配合控制台对外提供API接口，供外部程序调用。通过特有的视觉反馈技术提供统一的异常处理机制，极大降低开发和运维成本，让RPA流程运行更加稳定，而解决金融行业因技术人员产能不足难以支持其业务发展的问题。
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