智能客服在金融领域的应用研究——以嘉兴地区银行为例

The application of intelligent customer service in the financial field——Taking Jiaxing regional bank as an example

近年来,智能客服的高速发展在潜移默化中改变着我们的生活。金融行业为了适应社会的变化,相继使用智能客服来提高服务质量。智能客服虽然在金融行业中已经被普遍使用,但是智能机器人在一些方面还需不断被完善。本文旨在根据嘉兴地区银行的智能客服应用情况,对智能客服使用过程中所出现的问题进行分析研究,最后对所出现的问题提出对策,实现智能客服的进一步完善。

in recent years,the rapid development of intelligent customer service is imperceptibly changing our lives.In order to adapt to the changes of society,the financial industry has used intelligent customer service to improve service quality.Although intelligent customer service has been widely used in the financial industry,intelligent robots still need to be improved on some issues.This paper aims to analyze and study the problems in the process of using intelligent customer service according to the application of intelligent customer service of banks in Jiaxing,and finally put forward countermeasures to realize the further improvement of intelligent customer service.