The Agricultural Bank of China last month introduced an AI-based digital human receptionist at its branch in Zhongshan, Hangzhou.
The AI solution, developed by Hong Kong-based SenseTime, is composed of a video screen, camera, microphone and speakers installed onsite integrated with a tailor-made software that can detect, engage and interact with customers automatically.
The virtual receptionist aims to help the bank’s duty managers ease their workloads by handling customer queries, while offering a new banking experience to clients. It is designed to mimic its human counterpart by offering personalised services down to cross-selling other banking products and services to customers, where appropriate.
With the addition of a virtual receptionist onsite, the Zhongshan branch of the Agricultural Bank of China hopes to lift its overall service quality and operational efficiency.
Meanwhile, SenseTime said in a media statement that its digital human receptionist is not only available for offline customer engagement.
In fact, the company has upgraded the online customer service platforms of some of China’s state-owned banks and financial institutions with its digital human receptionist technology. The upgrade enables the banks’ respective mobile app to carry a 3D cartoon character that guides user journeys – from setting up a bank account to seeking other banking services.
When the virtual receptionist struggles to answer complex questions, a human customer service officer monitoring the process will take over remotely, to ensure the efficiency and performance of online services.
The AI digital human integrates SenseTime’s advanced deep learning technologies including AI animated character simulation and natural language processing abilities to achieve human-like interactions with users.
Currently, it supports ten voice commands and identifies over ten facial expressions or body language to offer a fun human-machine interactive experience. Furthermore, it can be customised to answer frequently asked questions and handle tasks for different industries and scenarios including cultural tourism, healthcare, retail, enterprises, and gyms.