Huawei unveils Financial AI Contact Center 2.0, Empowering Global Industry

Huawei unveiled its latest innovation, the Financial AI-based Contact Center Solution 2.0, at MWC Barcelona 2024, setting out to revolutionize the financial industry by enhancing efficiency and reducing costs. Sophie Chen, Marketing Director of Huawei Software, and Frank Lu, Executive Solution Manager of the Huawei Digital Finance BU, delved into the digitalization trends within the finance sector during the launch conference.

The emergence of LLM-based AI has spurred significant advancements in the adoption of AI by financial institutions, leading to streamlined operations through the implementation of various AI applications like chatbots, digital humans, and intelligent quality inspection. Moving forward, the scope and depth of AI implementations will play a crucial role in differentiating financial institutions and driving business growth. Establishing a future-ready digital foundation is imperative for staying competitive in the evolving financial landscape.

Leveraging its 30-year expertise in contact centers, Huawei, a pioneer in the communication industry, is well-positioned to harness the power of technologies like 5G, AI, cloud, and HD video to cater to the unique needs of the financial sector. The focus of Huawei’s innovative solutions lies in three core capabilities: LLM-based AI, omni-channel access, and openness and orchestration. The spotlight at the conference was squarely on the LLM-based AI and the new WFM (WorkForce Management) module.

The LLM-based AI framework offered by Huawei encompasses end-to-end AI functionalities such as digital human interaction, outbound tele-marketing, and intelligent quality inspection. The integration of the Huawei Pangu model and 3rd party LLM enables enhanced user experiences through features like an interactive digital human capable of rapid query resolution and an intelligent agent assistant that aids in emotion detection and script recommendations. The WFM module introduces flexible scheduling capabilities and cutting-edge scheduling algorithms to optimize workforce management, thereby improving overall efficiency and customer engagement rates.

Having catered to over 1500 customers, serving 700,000 agents and 1.8 billion users globally, Huawei’s commitment to innovation and customer service is unwavering. The launch of the Financial AI-based Contact Center Solution 2.0 underscores Huawei’s dedication to excellence, aimed at delivering exceptional value to the global finance industry.

To learn more about Huawei’s AICC financial solution, visit: https://e.huawei.com/en/industries/finance/digital-experience/aicc

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In conclusion, Huawei’s cutting-edge Financial AI-based Contact Center Solution 2.0 represents a significant stride towards redefining customer service standards and operational efficiency in the financial sector. By harnessing the power of AI and innovative technologies, Huawei continues to set new benchmarks for excellence in the industry.

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