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-Huawei launched contact center 2.0 solution based on financial artificial intelligence, empowering the global financial industry

BARCELONA, Spain, March 5, 2024/PRNewswire/ -- At MWCBarcelona 2024, Huawei launched contact center solution 2.0 based on financial artificial intelligence, aiming to reduce costs and improve efficiency for the financial industry.

Sophie Chen, Chief Marketing Officer of Huawei Software and Frank Lu, Chief Solutions Officer of Huawei Digital Finance BU, discussed the trends of digitalization in the financial industry. With the rapid progress of LLM-based AI over the past year, numerous financial institutions have adopted AI and accelerated its implementation in various scenarios, such as chatbots, intelligent quality inspection, and digital humans, which significantly improve operational efficiency. Going forward, the depth and breadth of AI applications will be the differentiator for business growth for financial institutions. A future-oriented digital foundation is an absolute necessity.

With 30 years of contact center experience, Huawei, a leader in the communications industry, has deep knowledge 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 main capabilities: LLM-based AI, omnichannel access, and openness and orchestration. At the conference, the focus is on LLM-based AI and the 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 a pre-integrated third-party LLM. The interactive digital human can quickly answer users' questions. The intelligent agent assistant helps identify emotions, recommends scripts, provides 360-degree views of customers, reduces workload by 90%, and offers intelligent training to shorten new employee orientation.

For WFM, Huawei AICC has flexible scheduling capabilities and self-developed core scheduling algorithms, supporting scheduling by week, month, shift, etc., helping customers schedule efficiently. The project shows that WFM can greatly improve the overall efficiency of human resource allocation and improve the connection rate of customers. Huawei AICC also supports multi-tenant and multi-channel scheduling predictions with an accuracy of up to 12 to 18 months.

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's financial AI-based contact center 2.0 solution, Huawei has reaffirmed its commitment to excellence in innovation and customer service. We hope it will bring more value to the global financial industry.

Learn more about the Huawei AICC financial solution at: https://e.huawei.com/en/industries/finance/digital-experience/aicc

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