On 25th Oct, 2024, the 23rd China IT User Satisfaction Conference and the 1st Industrial Product Satisfaction Exchange Conference was held in Beijing. At the conference, the highly anticipated "2024 China IT User Satisfaction Survey Results" were announced, with Brilliance Technology's Large Model Intelligent Voice Solution winning the first place in service satisfaction. This honor is not only a recognition of Brilliance Technology's consistent high-quality services but also a significant affirmation of its newly launched AI + solutions and the strategy of "leveraging large model advantages to help customers enhance intelligence and precision."

Guided by the China Electronic Quality Management Association and specifically implemented by CCW Research, this event has been successfully held for 23 sessions since 2002. It is one of the longest-running, largest-scale, most authoritative, and influential user satisfaction research activities in China's information technology field.

Under the theme "Intelligence Gathers in Manufacturing, Technology Connects with Hearts; Satisfaction First, Brand Builds the Soul," this year's conference attracted over 100 participants. They included distinguished guests such as Gan Xiaobin, Deputy Director of the Department of Science and Technology of the Ministry of Industry and Information Technology, and Zhou Ping, Chief Engineer of the National Industrial Information Security Development Research Center; representatives from central state-owned enterprises, small and medium-sized enterprises, universities, and research institutions; experts in fields like new-generation information technology, manufacturing, brand, and quality; vendor representatives from both supply and demand sides of the industrial chain; and members of the news media.

With the rapid development of generative AI, Brilliance Technology has accelerated the R&D and implementation of AI + solutions, achieving application in multiple fields. These include the Geological Large Model Project for the China Institute of Geo-Environment Monitoring and the Large Model-Assisted Customer Service Project for the Voice Intelligent System of Postal Savings Bank of China, covering services such as intelligent customer service, reports, contracts, and training. Currently, Brilliance Technology continues to actively explore the in-depth application of AI + technologies in industries such as finance, air traffic control, and government.

Brilliance Technology's Large Model Intelligent Voice Solution can assist financial institutions in improving efficiency and service quality across multiple scenarios, including intelligent outbound calls, marketing script generation, agent assistants, knowledge bases, and intelligent training. For example, in the intelligent outbound call scenario, the solution can use large models to simulate conversations in advance, identify high-conversion flowcharts, optimize robot configurations, and improve the quality and connection rate of automated outbound calls. Additionally, with the support of large models, Brilliance Technology helps customers generate knowledge from multiple data sources and build knowledge bases that support various scenarios—serving not only as efficient assistants for outbound call agents but also providing "personalized teaching" training for employees.

A person in charge of Brilliance Technology's relevant projects stated, "The reason this solution has gained industry recognition lies in our adherence to high reliability, high security, and high integration. We have served the fintech field for many years, and high system security is a basic requirement. Meanwhile, high reliability and high integration are the keys to the implementation and promotion of new technologies. Therefore, based on the needs of customers' business scenarios, we select appropriate model architectures and conduct extensive targeted training. After the solution is launched, we can continuously optimize inputs based on the latest data feedback to evolve performance. Currently, the system's response time, real-time generation time, intelligent Q&A accuracy rate, and recall rate all far exceed the indicators required by customers, leading to high customer satisfaction."

Based on its understanding of the application scenarios of financial customers, Brilliance Technology believes that large model technology will have great potential in three aspects: improving efficiency and customer experience, risk management and control, and exploring new business opportunities and growth points. "One of the most familiar application scenarios is banks providing 24/7 uninterrupted responses to customers through intelligent customer service. In addition, large model technology can help financial institutions identify and prevent risks based on data and behavioral pattern analysis. In terms of business development and promotion, large models can also be used to analyze and predict market demand and optimize marketing strategies, thereby driving business growth."