“Just like the advent of smartphones back then, the new generation of AI represented by large language models is subtly changing people’s operating habits. The key to this race lies in how to apply large models to innovate service processes and meet users’ new experience requirements,” said Huang Zhaoling, General Manager of Shanghai Brilliance Solutions Department, when introducing the implementation of Brilliance AI Assistant in the banking industry.

Recently, Brilliance Technology has once again “refreshed” AI + financial application scenarios. By virtue of the Brilliance Mobile Banking AI Assistant Solution, it has applied AI technology to the personal financial business services of commercial banks. This solution accurately identifies customer intentions, guides and assists in subsequent business processing, and provides convenient, real-time, personalized, and intelligent innovative experiences.

〡Finance + AI Is Inevitable: Brilliance Technology Focuses on Precision

“I want to make a transfer,” “Help me recommend an insurance policy”… Brilliance Technology’s large language model technology has become customers’ exclusive “financial steward.” With just simple command inputs, it can quickly identify customer intentions, and even provide one-stop direct operation guidance based on customers’ historical operating habits—truly realizing the upgrade of “conversation as service.”

“In traditional application scenarios, intelligent customer service mainly exists as an auxiliary function, interacting with customers mostly through text or links to business processing entrances. However, due to technical limitations such as keyword recognition, it often fails to correctly understand customers’ needs, leading to ‘miscommunication,’” Huang Zhaoling said. “In this case, intelligent customer service instead becomes an obstacle for customers seeking service support. Some customers even lose trust in intelligent customer service and have stricter requirements on the time it takes to transfer to manual service.”

The Brilliance Mobile Banking AI Assistant Solution integrates technologies such as natural language processing, machine learning and deep learning, knowledge graphs, speech recognition and synthesis, large language model technology, and multimodal interaction. It has successfully built an enhanced intelligent customer service system, transforming intelligent customer service from a “background role” in the past into a “customer service manager” in the online financial world. As an application guide, it provides one-on-one full-process assistance.

〡Convenience & Aging-Friendly Design: Technology Makes Financial Services More Customer-Centric

Transfers, wealth management, shopping malls, convenient services… To enhance user stickiness, mobile banking has become increasingly rich in functions. However, this also means customers need to go through multiple steps to complete operations. Especially for the elderly, the more complex the functions, the more time they need to learn and adapt.

The Brilliance Mobile Banking AI Assistant Solution solves this problem through simple conversations—all business processing procedures can be completed within the dialogue. It also supports voice input and interactive buttons, allowing customers to realize self-service Q&A according to their own expression habits.

"'Aging-friendly' is not just about enlarging the font size," said Huang Zhaolin. "The power of technology lies in its ability to interact with elderly people in ways they are accustomed to and can understand, bridging the digital divide and gap, and guiding them to explore digital services."

Huang Zhaolin added: "For young people who quickly accept and adapt to new technologies, their expectations for access time are increasing. The popularity of mobile banking has saved a significant amount of time previously spent going to physical counters. Conversational interfaces simplify problem-solving steps, eliminating the need to search for information and functions back and forth, making it more efficient and convenient. Voice assistants have been widely applied in smartphones and smart home devices, but due to the financial industry's high sensitivity and security requirements, taking this step is not simple."

〡 Three Dimensions to Align AI Assistant with Financial Industry Characteristics

While the AI assistant makes the end-user interface more concise and accurate, the backend algorithms, scalability, and ecosystem maintenance are more complex. To make the AI assistant better align with the characteristics of the financial industry, Brilliance Technology has made sophisticated arrangements in the system backend, helping banks quickly integrate backend resources to upgrade mobile application capabilities.

● "Professional" Knowledge Base That Understands Finance Better

In terms of knowledge base management, it supports bank business managers to feed information to the large language model, accurately controlling the answer boundaries of the AI assistant. This enables the AI assistant to “understand finance better” and provide customers with highly professional services such as “wealth management” and “insurance consultation.”

● “Considerate” Steward That Understands Users Better

Through the Brilliance Mobile Banking AI Assistant Solution, developers of business linkage scenarios can complete the configuration access and intent management of the large language model through the Agent process. This establishes connections between different business systems or applications, realizing data sharing, process collaboration, and function integration—allowing the AI assistant to “understand users better” and provide precise assistance.

● “Operation & Maintenance” Assistant That Understands Management Better

At the same time, to better maintain the application ecosystem, the Brilliance AI Assistant is equipped with auxiliary management functions such as chat context management and sensitive word control. Based on Brilliance Technology’s in-depth understanding of the financial industry, its AI-sensitive word filtering technology is more in line with industry needs, reducing misjudgments.

“For financial service institutions, the response speed and accuracy of customer service have become important indicators of core competitiveness. The integration of AI assistants will effectively optimize these indicators,” Huang Zhaoling explained when talking about the significance of AI assistants. “The pre-prediction, in-process assistance, and post-analysis features of AI assistants will also help improve the service satisfaction and recognition of end users. Meanwhile, for customer service agents, the high problem-solving rate of AI assistants will free up more human resources, allowing them to focus on professional, high-value work.”

Brilliance Technology has focused on the financial industry for many years. For customer service systems that interact directly with customers, it has kept pace with the times—participating in the construction of the initial telephone agent systems, robot customer service, intelligent customer service, and now AI assistant systems. It has in-depth understanding and continuous capabilities in meeting the needs of customer service system construction. In terms of technical layout, Brilliance Technology integrates current trends with industry scenario needs, applying forward-looking technologies such as blockchain, NFT, cloud computing, privacy computing, edge computing, AI, big data, and the Internet of Things to multiple industry scenarios. Relying on its stable and reliable business support capabilities and efficient technology implementation capabilities, it helps customers seize development opportunities and achieve iterative upgrades in a short period of time.

Currently, AI assistants have become a major development trend in financial mobile applications. Major banks are relying on their own basic capabilities such as big data and large language models to innovate business capabilities, aiming to improve service application activity and user penetration across the network. Brilliance Technology has addressed the early technical breakthroughs and business integration exploration, providing a key for the financial industry’s AI exploration and opening the door to the layout of the AI + application layer. The implementation of this solution will also help Brilliance Technology explore and adapt to broader guided service scenarios.