Bank customer complaint management platform construction method

Abstract

The invention discloses a bank customer complaint management platform construction method. The construction method comprises a business process, an intelligent solution, intelligent driving performance, data driving and attribution analysis. The business process is displayed by a mobile terminal interface; according to the intelligent solution, overall reporting of complaint data is automatically carried out, and related result information is returned according to an input intention of a user; according to the intelligent driving performance, complaint services and data are simplified into a billboard through integration and intelligentization; the data driver is used for integrating all data capabilities of the whole line; and the attribution analysis is used for integrating complaint whole-line businesses into the mobile terminal platform, and analyzing the reason of each complaint case one by one by virtue of attribution analysis. The invention aims to actively respond to complaint management work requirements of supervision departments, comprehensively improve complaint management quality and efficiency, ensure accurate control of the whole process of complaint events, and improve the professionality and efficiency of complaint management work.

Description

Technical Field

[0001] The present invention relates to the field of complaint management platforms, and in particular to a method for constructing a bank customer complaint management platform. Background Art

[0002] The complaint management platform is a digital management platform system for handling bank user complaints. By moving the previous channels of handling user complaints by email and letter to the online platform, it can not only meet audit requirements and compliance, but also improve the degree of digitization and work efficiency. Through multi-dimensional and multi-channel capacity building, it can solve the problem of reducing complaints across the bank and improve the user satisfaction and brand image of the bank.

[0003] The construction of this platform aims to build a scientific and efficient complaint management system, integrate the internal and external complaint channels of the bank, realize seamless connection, integrated management and centralized data display of complaint information, ensure the comprehensiveness and accuracy of complaint data, and provide solid data support for our bank's user complaints. At the same time, we will introduce advanced intelligent technologies to realize the automatic collection of complaint data, source data analysis, risk warning and other technologies, strengthen the problem perception and judgment capabilities, and promote the realization of "winter disease summer treatment", "prepare for a rainy day" and "prevent trouble before it happens".

[0004] The basic form of the existing complaint management platform of each bank is to enter the complaint data of users from various channels into the complaint system one by one in the form of work orders, and mark the progress one by one according to the tracking of customer service personnel. The overall level of complaint management is still at a relatively low level, and user satisfaction is low. It is difficult to have a significant improvement and qualitative change in the consumer satisfaction of banks.

[0005] The existing complaint management platform has the following technical shortcomings:

[0006] 1) Slow system response. In high-concurrency complaint scenarios, the use of outdated technology stacks results in slow response of the original system, affecting user use and making it difficult to adapt to the needs of efficient office scenarios.

[0007] 2) Outdated technical architecture. Nowadays, technical architecture is changing with each passing day, and distributed and microservice architectures have become the standard for Internet software architectures. However, the original single-machine architecture is too old and difficult to adapt to the needs of massive users, especially under the pressure of a large number of requests during large activities and events.

[0008] 3) Lack of data processing and analysis capabilities. One of the core values ​​of complaint management platforms is to gain insights into service problems and improvement directions through data analysis. However, if the platform’s data processing capabilities are insufficient, such as lack of real-time data analysis capabilities, difficulty in supporting large-scale data processing, or poor data visualization, its decision-making support role will be limited.

[0009] 4) Lack of intelligent support. Since the original system was built at an early time, relevant artificial intelligence technology is relatively lacking. In recent years, with the development of artificial intelligence technology, many of our systems are exploring intelligent transformation. However, the original complaint management platform still remains in the traditional manual processing mode, lacking the support of intelligent technologies such as natural language processing, intelligent recommendation, decision analysis, and intelligent alarm, making it difficult to meet the automatic classification, rapid response, and accurate decision-making of business complaints. Summary of the invention

[0010] In view of the above problems, the present invention is proposed to provide a method for constructing a bank customer complaint management platform that overcomes the above problems or at least partially solves the above problems.

[0011] According to one aspect of the present invention, a method for constructing a bank customer complaint management platform is provided, the method comprising: business processes, intelligent solutions, intelligently driven performance, data driven and attribution analysis;

[0012] The business process is displayed on the mobile interface;

[0013] The intelligent solution automatically reports the overall complaint data and returns relevant result information based on the user's input intention;

[0014] The intelligence drives performance, simplifying complaint business and data into dashboards through integrated intelligence;

[0015] The data driver is used to integrate all the data capabilities of the entire bank;

[0016] The attribution analysis is used to integrate the entire complaint business into the mobile platform, and with the help of attribution analysis, analyze the causes of each complaint case one by one.

[0017] Optionally, the business process is displayed on the mobile terminal interface and specifically includes:

[0018] The mobile interface displays the bank's relevant complaint report data by institutional dimension, and with the help of the leadership, based on the relevant complaint data rankings, pushes institutional leaders to personally supervise and resolve user complaints.

[0019] Optionally, the intelligent solution specifically includes:

[0020] It integrates AI big model capabilities, automatically reports the overall complaint data, and returns relevant result information based on the user's input intent, so that the inquirer can track and implement the solution;

[0021] The basic capability data of the big model is provided uniformly by all subsidiaries of the group, and AI machines are trained to achieve the ability to search for everything in one box.

[0022] Optionally, the intelligent driving performance specifically includes:

[0023] By integrating intelligent capabilities, complex complaint business and data can be simplified to the dashboard and related cockpits, allowing leaders to view the overall complaint situation from a global perspective, so as to personally supervise and track the implementation.

[0024] Optionally, the data driver specifically includes:

[0025] The platform integrates all the data capabilities of the bank and abstracts them into middle-office capabilities. It integrates fixed question and answer modules, indicator question and answer modules, policy analysis modules, solution modules, and complaint prediction modules. It also uses machine learning, natural language, data training, intelligent interaction, autonomous uploading, and knowledge graph capabilities to make an accurate display through visual reports and data analysis platforms.

[0026] Optionally, the attribution analysis specifically includes:

[0027] With the help of the C4ISR theory of the military command system, the entire complaint business is integrated into the mobile platform, and with the help of attribution analysis, the cause of each complaint case is analyzed one by one;

[0028] Through the design of the batch workflow platform, you can check the status of business process.

[0029] The present invention provides a method for constructing a customer complaint management platform for a bank, the method comprising: business processes, intelligent solutions, intelligently driven performance, data-driven and attribution analysis; the business processes are displayed on a mobile terminal interface; the intelligent solutions automatically report the overall complaint data and return relevant result information according to the user's input intention; the intelligently driven performance simplifies the complaint business and data into a dashboard through integrated intelligence; the data-driven is used to integrate all the data capabilities of the entire bank; the attribution analysis is used to integrate the entire line of complaint business into the mobile terminal platform, and with the help of attribution analysis, analyze the reasons for each complaint case one by one. In order to actively respond to the requirements of the regulatory authorities for complaint management, comprehensively improve the quality and efficiency of complaint management, and continuously improve the prevention, interception and handling mechanisms of customer complaints, from pre-warning, in-process response to post-event improvement, ensure the precise control of the entire process of complaint events, and improve the professionalism and efficiency of complaint management.

[0030] The above description is only an overview of the technical solution of the present invention. In order to more clearly understand the technical means of the present invention, it can be implemented according to the contents of the specification. In order to make the above and other purposes, features and advantages of the present invention more obvious and easy to understand, the specific implementation methods of the present invention are listed below. BRIEF DESCRIPTION OF THE DRAWINGS

[0031] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the accompanying drawings required for use in the description of the embodiments will be briefly introduced below. Obviously, the accompanying drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other accompanying drawings can be obtained based on these accompanying drawings without paying creative work.

[0032] Figure 1 A flowchart for user display provided by an embodiment of the present invention;

[0033] Figure 2 A flowchart of an AI intelligent platform provided by an embodiment of the present invention;

[0034] Figure 3 A schematic diagram of the composition of an intelligent probe system IPS provided in an embodiment of the present invention;

[0035] Figure 4 A data driven component block diagram provided for an embodiment of the present invention;

[0036] Figure 5 A schematic diagram of the composition of a mobile terminal and a related platform of an intelligent probe system IPS provided in an embodiment of the present invention. DETAILED DESCRIPTION

[0037] The exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although the exemplary embodiments of the present disclosure are shown in the accompanying drawings, it should be understood that the present disclosure can be implemented in various forms and should not be limited by the embodiments set forth herein. On the contrary, these embodiments are provided to enable a more thorough understanding of the present disclosure and to fully convey the scope of the present disclosure to those skilled in the art.

[0038] The terms "comprises" and "having" and any variations thereof in the description embodiments, claims and drawings of the present invention are intended to cover non-exclusive inclusions, for example, including a series of steps or units.

[0039] The technical solution of the present invention is further described in detail below in conjunction with the accompanying drawings and embodiments.

[0040] By introducing advanced AI, big data, mobile terminal and other technologies, and combining user needs and behavioral characteristics, an efficient, safe and user-friendly complaint management platform can be created. The technical solution of the present invention mainly includes five dimensions: business process, intelligent solution, intelligent driven performance, data driven, and attribution analysis.

[0041] A brief description is as follows:

[0042] 1. Business process. This platform system is mainly for mobile interface display, presenting the relevant complaint report data of the whole bank by institution dimension, and with the help of the leadership, according to the relevant complaint data ranking, promote the issuance of institutional leaders, and personally supervise the resolution of relevant user complaints, so as to reduce user complaint data, improve user satisfaction, and social brand image.

[0043] 2. Intelligent solution. It integrates AI big model capabilities, can automatically report the overall complaint data, and return relevant result information based on the user's input intention, so that the inquirer can track and implement the solution.

[0044] like Figure 1-2 As shown, the basic capability data of the big model is provided uniformly by all subsidiaries of the group, and AI machines are trained to achieve the ability to search for everything in one box.

[0045] 3. If Figure 3 As shown, intelligence drives performance. By integrating intelligent capabilities, complex complaint business and data can be simplified to dashboards and related cockpits. Leaders can view the overall complaint situation from a global perspective to personally supervise and track implementation, so as to better support business development and performance improvement.

[0046] 4. If Figure 4 As shown in the figure, the platform is data-driven. The platform integrates all the data capabilities of the bank and abstracts them into middle-end capabilities. It integrates fixed question and answer modules, indicator question and answer modules, policy analysis modules, solution modules, and complaint prediction modules. It also uses machine learning, natural language, data training, intelligent interaction, self-upload, knowledge graph and other capabilities to make an accurate display through visual reports and data analysis platforms.

[0047] 5. If Figure 5 As shown, attribution analysis. With the help of the C4ISR theory of the military command system, this system integrates the entire complaint business into the mobile platform, and uses attribution analysis to analyze the causes of each complaint case one by one, so as to achieve the purpose of discovering problems, perceiving problems, and solving problems. And through the design of the batch processing workflow platform, it is convenient for leaders and relevant managers to view the handling of business processes more clearly, so as to accelerate the resolution and implementation of problems.

[0048] Beneficial effects:

[0049] Integrated integration, borrowing the concept of combat command system: C4ISR, realizes omni-channel complaint data, internal products and external public opinion, policy and other data, intelligently extracts complaint business, reasons, demands and other characteristics, helps managers to analyze the complaint situation in an overall way, establish complaint portraits, explore hot issues and risk products, warn of high-risk complaints, and supervise with one click, etc. Collect omni-channel data such as complaint data, historical processing cases, industry systems, policies, etc., and based on the AI ​​big model capability, use the bank's knowledge map to mine and precipitate to form a complaint processing business knowledge base, empower the business and create greater business value, improve the level of complaint management, and build a scientific and efficient complaint management system.

[0050] Precise control, adhering to the management concept of precise control, constantly improving the prevention, interception and handling mechanisms of customer complaints, from pre-warning, in-process response to post-event improvement, ensuring precise control of the entire process of complaint incidents, and improving the professionalism and efficiency of consumer protection work.

[0051] Real-time monitoring and predictive analysis: Establish a real-time monitoring system to track every step of complaint handling to ensure a smooth process. At the same time, use big data analysis to predict potential complaint hotspots and trends, provide decision support for bank management, and take measures in advance to prevent problems.

[0052] Driven by intelligence, we introduce advanced intelligent technologies to realize the automated collection of complaint data, source data analysis, risk warning and other technologies, strengthen the ability to perceive and judge problems, and promote the realization of “treating winter diseases in summer”, “preparing for a rainy day” and “preventing problems before they occur”.

[0053] The above specific implementation methods further illustrate the objectives, technical solutions and beneficial effects of the present invention in detail. It should be understood that the above are only specific implementation methods of the present invention and are not intended to limit the scope of protection of the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the present invention should be included in the scope of protection of the present invention.

Claims

1. A method for constructing a bank customer complaint management platform, characterized in that: The construction method includes: business process, intelligent solution, intelligent driven performance, data driven and attribution analysis; The business process is displayed on the mobile interface; The intelligent solution automatically reports the overall complaint data and returns relevant result information based on the user's input intention; The intelligence drives performance, simplifying complaint business and data into dashboards through integrated intelligence; The data driver is used to integrate all the data capabilities of the entire bank; The attribution analysis is used to integrate the entire complaint business into the mobile platform, and with the help of attribution analysis, analyze the causes of each complaint case one by one.

2. A method for constructing a bank customer complaint management platform according to claim 1, characterized in that: The business process is displayed on the mobile terminal interface and specifically includes: The mobile interface displays the bank's relevant complaint report data by institutional dimension, and with the help of the leadership, based on the relevant complaint data rankings, pushes institutional leaders to personally supervise and resolve user complaints.

3. A method for constructing a bank customer complaint management platform according to claim 1, characterized in that: The intelligent solution specifically includes: It integrates AI big model capabilities, automatically reports the overall complaint data, and returns relevant result information based on the user's input intent, so that the inquirer can track and implement the solution; The basic capability data of the big model is provided uniformly by all subsidiaries of the group, and AI machines are trained to achieve the ability to search for everything in one box.

4. A method for constructing a bank customer complaint management platform according to claim 1, characterized in that: The smart driving achievements specifically include: By integrating intelligent capabilities, complex complaint business and data can be simplified to the dashboard and related cockpits, allowing leaders to view the overall complaint situation from a global perspective, so as to personally supervise and track the implementation.

5. A method for constructing a bank customer complaint management platform according to claim 1, characterized in that: The data driver specifically includes: The platform integrates all the data capabilities of the bank and abstracts them into middle-office capabilities. It integrates fixed question and answer modules, indicator question and answer modules, policy analysis modules, solution modules, and complaint prediction modules. It also uses machine learning, natural language, data training, intelligent interaction, autonomous uploading, and knowledge graph capabilities to make an accurate display through visual reports and data analysis platforms.

6. A method for constructing a bank customer complaint management platform according to claim 1, characterized in that: The attribution analysis specifically includes: With the help of the C4ISR theory of the military command system, the entire complaint business is integrated into the mobile platform, and with the help of attribution analysis, the cause of each complaint case is analyzed one by one; Through the design of the batch workflow platform, you can check the status of business process.

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