With the gradual implementation of the digital transformation strategic plan, Bank of Chongqing successfully built a digital employee platform in June 2022, which has become a benchmark application for digital transformation in the industry. Based on RPA (Robot Process Automation) and AI (Artificial Intelligence) technology, the digital employee platform focuses on business pain points and realizes intelligent automation of business processes. By endowing RPA robots with corresponding business functions and responsibilities, the digital employee platform characterizes digital employees and works together with natural employees to promote the digital transformation of Bank of Chongqing and the high-quality development of financial technology.
01Innovative
technology/mode application
As the working partners of natural employees in the "digital intelligence era", the digital employees of the Bank of Chongqing lie in the deep integration of the "digital intelligence era" business process and artificial intelligence technology. The platform mainly has the following innovations:
1. Low code. The digital employee designer realizes automated process development with no code or a small amount of code, which greatly reduces the development threshold.
2. Non-invasive. Digital employees operate on the user interface by simulating a natural person without requiring code changes to the application system.
3. Data mining. Digital employees have powerful knowledge mining capabilities, automatically extract knowledge, build knowledge graphs, and implement applications such as knowledge search and reasoning, thereby promoting knowledge accumulation, sharing, and innovation.
4. IntelliSense. Digital employees use the OCR technology based on the medium model combined with Fine-Tuning to process various bills, forms, contracts and other image files; use ASR technology to recognize speech, significantly improve the ability of multimedia data processing; at the same time use NLP technology for text analysis, review, comparison Correct and check duplicates, and improve the processing ability of text data.
5. Resource balance. Through resource balancing technology, the platform realizes the loose coupling and binding of digital employees and business processes, making the allocation and utilization of resources more flexible and efficient.
6. Process mining. By collecting and monitoring the operational behavior and logs of digital employees, the platform can truly, accurately, and real-time grasp the operation of business processes, timely dig out process nodes that can be optimized, and provide efficient and accurate solutions for process optimization of business systems.
7. Independent and controllable. Through the construction of a full-stack Xinchuang solution based on the "National Chip National Soul", the platform has realized full autonomy and controllability of software and hardware.
8. Cloud native. Through the construction of a cloud-native microservice architecture, the platform realizes the rapid delivery of processes, the elastic scaling of resources, and the rapid recovery of failures.
Digital employees have opened up the multi-platform data intelligence connection. Digital employees quickly integrate fragmented business processes and scattered business data, and build a closed-loop model of front, middle, and back-office business processes. This model provides business personnel with efficient and convenient access to information, enabling them to better understand the overall business data situation and internal connections, and maximize the value of data assets.
Digital employees realize intelligent collaboration throughout the process. Digital employees flexibly intervene in various business process links, cooperate with existing business systems, expand business scope horizontally, deepen business interaction vertically, and form an intelligent and efficient collaboration model. Through comprehensive artificial intelligence capabilities, digital employees provide efficient and accurate decision support, intelligent operation level and risk control, further improving the quality and efficiency of the Bank's operation management and financial services.
02
Project Effect Evaluation
With the development of Chongqing Bank's business scale, a large number of highly repetitive standard business processes have emerged in daily work. On the premise of not increasing the existing labor costs, how to quickly improve efficiency has become an urgent problem to be solved. At the same time, during the process of digital transformation, Bank of Chongqing encountered problems such as chimney systems and data islands. In this context, "digital employees" emerged as the times require. It deeply integrates RPA and AI technologies to form digital productivity, reduce the burden on the grassroots, and reduce costs and increase efficiency for enterprises. The following are the achievements of the platform construction:
1. Cost reduction and efficiency improvement. As of April 2023, the platform has been put into operation with 49 digital employees, involving nearly 300 business scenarios. The application of digital employees has increased business processing efficiency by about 65% on average, while reducing overall business costs by more than 80% on average. In addition, the overall error rate of digital employee operations is controlled within 0.1%, the coverage rate of off-site internal audits has reached more than 90%, and the coverage rate of supervision and inspection has reached more than 85%, effectively improving operational efficiency and reducing operating costs.
2. Intelligent collaboration. Through the integration of RPA and AI, digital employees realize intelligent process scheduling, and cooperate with natural employees to complete tasks such as text entry, document approval, and decision-making recommendations, forming an efficient collaboration model.
3. Data intelligence connection. The digital transformation of Bank of Chongqing is not a simple single-point digitalization, but requires global linkage to break down data barriers and realize the "data governance" of the entire enterprise. Through digital employees, the data of each chimney system can be light-weighted and automatically processed at the business terminal, so that each system can be interconnected and the phenomenon of data islands can be eliminated.
4. Role empowerment. In order to allow digital employees to play a greater role, Bank of Chongqing characterizes digital employees and assigns corresponding responsibilities and authorities. Let robots become digital employees with "roles, performance, and files" to facilitate monitoring, assessment, and auditing.
5. Process optimization. Digital employees deposit business processes and business data, build a knowledge base, and tap bottlenecks in the process to optimize and improve the process. In addition, since digital employees work according to fixed procedures, human operation risks can be effectively avoided.
Digital employees have become efficient and flexible working partners of grassroots employees. In the future, the digital employee platform will continue to carry out business and technological innovation, promote the ecological integration of Chongqing Bank's business and technology, and make greater contributions to deepening digital transformation.