2024-03-05 20:04:15
BARCELONA, Spain, March 5, 2024 /PRNewswire/ — At MWC Barcelona 2024, Huawei introduced AI-based Contact Center Solution 2.0 for the financial sector, aimed at reducing costs and increasing efficiency in the financial industry improve.
Sophie Chen, Marketing Director of Huawei Software, and Frank Lu, Executive Solution Manager of Huawei Digital Finance BU, discussed the trends of digitalization in the financial industry. With the rapid advancements of LLM-based AI over the past year, numerous financial institutions have embraced AI and accelerated its implementation in various scenarios such as chatbots, intelligent quality inspection and digital humans, which significantly increase operational efficiency. Going forward, the depth and breadth of AI applications for financial institutions will be the differentiator for their business growth. A future-oriented digital foundation is an absolute necessity.
With 30 years of contact center experience, Huawei, a leader in the communications industry, has a deep understanding of 5G, AI, cloud and HD video technologies. These new technologies reduce costs and improve efficiency in the financial industry, where they focus on three core capabilities: LLM-based AI, cross-channel access, openness and orchestration. The conference will focus on LLM-based AI and the brand new WFM (WorkForce Management) module.
For LLM-based AI, Huawei provides end-to-end process AI capabilities, including digital humans, outbound telemarketing and intelligent quality inspection. In addition, Huawei AICC has integrated the Huawei Pangu model and pre-integrated third-party LLM. The interactive digital human can quickly answer users’ questions. The intelligent agent assistant helps recognize emotions, recommends scripts, provides a 360-degree view of the customer, reduces workload by 90% and provides intelligent training to speed up onboarding of new employees.
For WFM, Huawei AICC has flexible scheduling functions and self-developed core scheduling algorithms, supporting scheduling by week, month, shift, etc., enabling customers to schedule efficiently. The project shows that WFM can significantly increase the overall efficiency of staff deployment and improve customer retention rates. Huawei AICC also supports multi-channel and multi-tenant appointment prediction for up to 12-18 months accurately.
As a leader in contact centers, Huawei serves more than 1,500 customers, 700,000 agents and 1.8 billion users worldwide. With the launch of Huawei Financial’s AI-based Contact Center Solution 2.0, Huawei has reaffirmed its commitment to excellence in innovation and customer service. We hope it will bring more benefits to the global financial industry.
For more information regarding Huawei’s AICC financial solution, please visit:
Questions & Contact:
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