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 Solutions
GienTech's Intelligent Text Customer Service integrates artificial intelligence technology to accurately recognize customer intentions and needs, providing quick responses to customer inquiries and saving labor costs. It can integrate with mobile banking, online banking, marketing apps, WeChat, and other channels, offering effective platform support for the development of banks' direct sales and internet financial businesses. This system is an essential tool for creating an integrated service platform, directly enhancing the customer experience.
Core session management uses distributed technology to manage agent information, customer information, and session data. The system supports multi-core cluster solutions for higher stability and better performance.
Provides multi-channel, flexible unified routing management. The system supports dynamic queue configuration from the management end, processing information based on channels, business types, levels, and more.
Supports access through various channels such as websites, WeChat, apps, Weibo, and emails, quickly connecting enterprise channels, reducing service costs, and improving service capabilities. It provides a complete API to adapt to the use of online customer service across various channels with an open platform architecture, facilitating service expansion.
Uses a dynamic intelligent DNS disconnection and rapid reconnection mechanism to maintain continuous service until successful connection. Even if the user leaves the window, they will still receive message alerts. Encrypted links ensure the secure sending and receiving of messages.
Enterprises can customize their diversified visitor chat pages according to their brand image and website style, providing a personalized customer experience and conveying brand value.
The online customer service system consists of three parts: client-side, management-side, and agent-side.
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Management Functions
The system allows for setting welcome messages, queue rules, skill group management, timeout reminders, session disconnections, working hours management, sensitive word management, quick replies, satisfaction configurations, role management, and user management.
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Home Page (Agent Side)
Can display announcements, data, and personal information.
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Navigation Bar (Agent Side)
Can show agent status, display agent information, and allow logout.
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Chat Interaction (Agent Side)
Can perform transfer, listening, customer information display, quick replies, queue numbers, history records, contact history, and service summaries.
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Chat Interaction (Client Side)
Can handle conversation interactions, display queue numbers, provide timeout reminders, manage session disconnections, display satisfaction, and show historical data.
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Statistical Query
Can generate reports on agent performance, service summaries, agent status logs, chat queries, and satisfaction statistics.
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Multi-Channel Customer Service Workbench
Integrates multiple platforms and channels into one customer service software, allowing for unified handling of customer inquiries and responses.
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Convenient Query
Integrates the enterprise’s own systems, such as CRM, ERP, and ticketing systems, allowing agents to log in to multiple systems simultaneously for quick and easy access.
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Intelligent Allocation
Automatically identifies user information and uses intelligent distribution methods such as skill-based allocation, priority allocation, and familiar strategies to ensure that customers are matched with the most suitable agent in the shortest time.
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Service Preparation
During the conversation, the agent can see the customer’s input in advance, allowing them to prepare and organize responses more efficiently.
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Real-Time Monitoring
Real-time aggregation and analysis of service center data help decision-makers understand the business situation from a global perspective. It allows detailed monitoring of queues and agents, and location-based monitoring using seat maps, creating a closed-loop data platform from data access, real-time computation, early warning, to real-time scheduling.
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Intelligent Voice Customer Service
By integrating AI capabilities, the system supports full-channel access including phone, APP, video, WeChat, and more. It includes features such as caller ID pop-up, intelligent voice recognition, and call recording, fully supporting business consulting for core systems, lending systems, wealth management systems, and more in financial institutions.
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Intelligent Quality Inspection System
Fully automated intelligent quality inspection, complete coverage with no missed checks, real-time batch quality inspection.
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Intelligent Outbound Calling System
A “Faster, Better, Smarter, and More Cost-Effective” Solution to Empower the Digital Transformation of Traditional Call Centers.
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Intelligent Online Customer Service
The system can integrate with phone banking, online banking, marketing apps, WeChat, and other channels, providing effective platform support for the development of banks' direct sales and internet financial businesses. It is an indispensable tool for building an integrated service platform.
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Video Customer Service System
A comprehensive multi-channel platform for customer and bank staff communication, enabling remote video customer service through video integration from various channels, combined with online verification, facial recognition, and other technologies, providing 24/7 online business processing.
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Integrated Communication Platform
An independently controlled, carrier-grade core for all-media communication. A low-cost, high-performance, and secure intelligent integrated communication solution.
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Omnichannel Intelligent Contact Center System
Supports traditional telephony and internet-based channels such as WeChat, mobile apps, and Weibo, offering a 360-degree customer information view.
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