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The Identification Rate of ICBC Intelligent Customer Service Reaches 98%
 

In 2016, ICBC launched GINO, the intelligent customer service of the Bank. Since then, based on its state-of-the-art technology and professional services, ICBC has applied GINO to major service channels such as SMS, ICBC Link and WeChat, offering customers responsive, convenient and non-stop experiences. Data showed current identification rate of ICBC intelligent customer service has reached 98%, with around 400 million requests from customers being answered during the past two years, leading the industry.

As introduced by an ICBC official, in the wave of fast AI development, ICBC customer service, by relying on the state-of-the-art technologies, has accelerated its pace toward intelligent service and creatively launched the intelligent customer service brand of GINO. By providing more convenient and humanized digital interactions, the intelligent customer service has not only cut the service cost and improved efficiency, but has also strengthened the connection with the customers. At present, GINO has become a key link for ICBC to provide public services and strengthen customer relationships, thus effectively enhancing customer service efficiency and service standards.

Specifically, GINO delivers multi-channel services. GINO now provides seamless services for customers through more than 20 channels, such as SMS, ICBC Link and ICBC Mall, meeting consulting demands from different channels. Furthermore, GINO features precise identification. By constantly improving technologies such as natural language understanding and context interactions, the identification rate of GINO has now reached 98%, leading in the industry and signifying that GINO can precisely understand, fast identify and efficiently solve problems raised by the customers. Third, GINO offers value-added services. By combining with technologies such as big data, customer portraits, and self-learning, ICBC intelligent customer service has set up one-stop service including all procedures of “proactive suggestion + consultation and solution + marketing and recommendation + business transaction + after-sale tracking”, which satisfies basic demands of customers while providing them with personalized products recommendation and special offers.


(2018-11-16)
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