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Industry SolutionsIntelligent Customer Service Project for a City Commercial Bank
The bank's customer base is growing rapidly, leading to higher labor costs. Customer inquiries are simple and repetitive, and business processing efficiency is low. The bank urgently needed to renovate its portal website and integrate intelligent online customer service automation and smart analytics capabilities.
Service records are retained across the entire communication lifecycle, including call recordings, transcripts, and chat logs. These are permanently stored and traceable, with search and export capabilities to support downstream quality inspections and audits.
Enables seamless integration with telephony systems, live chat, customer profiles, and ticketing systems. Customer service agents can view and access cross-platform data within a single interface, improving communication efficiency and service agility.
All service data is cleansed, categorized, and structured to serve as the foundation for report generation, intelligent quality inspection, and operational analytics—driving digital transformation across service functions.
Inbound customer requests are intelligently routed to the most suitable agents or bots, optimizing resource allocation and enhancing customer satisfaction through timely and relevant service.
85% savings in customer service costs: The perfect integration of online and robot customer service enables seamless switching between the two service models.
100% improvement in agent efficiency: Customer service understands customer inquiries through natural language processing, auto-generates responses, and pre-answers. Agents only need to send with a single click.
One-stop multi-channel user management: Supports full-channel access, including desktop websites, mobile websites, WeChat, apps, etc., with user feedback from all channels aggregated and managed on the intelligent customer service platform.
Data-driven insights to elevate customer service value: A wide range of analytical reports based on extensive user interaction data supports performance evaluation, operational decision-making, and the strategic positioning of the customer service function.
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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