OneConnect’s AI-Powered Customer Service System Wins National Innovation Award
BEIJING, June 27, 2025 – OneConnect Financial Technology’s "OneBot Intelligent Customer Service System" has been recognized as a "Digital Inclusive Finance Technological Innovation Achievement" at China’s 7th Digital Inclusive Finance Conference, a flagship event under the Ministry of Industry and Information Technology’s 2025 National SME Service Month.
The large language model (LLM)-driven solution, already deployed across over 20 financial institutions, exemplifies OneConnect’s commitment to practical AI implementations in finance.
Addressing Industry Pain Points
As financial services grow increasingly complex, traditional customer support faces rising costs, inconsistent service quality, and scalability challenges. OneConnect’s OneBot system tackles these through a dual-module design:
Autonomous AI Agent for instant query resolution
AI Assistant for Human Agents enhancing live support efficiency
The platform delivers 24/7 high-volume processing capability while reducing operational friction—a critical advancement for resource-constrained institutions.
Technical Breakthroughs
The LLM-powered system achieves two transformative milestones:
Precision Query Handling: Advanced NLP for accurate intent recognition
Autonomous Operations:
Auto-generation of optimized responses
Dynamic knowledge extraction from documents
AI-powered conversation quality control
Self-improving training data pipelines
Notably, OneConnect pioneered a unique Tiered AI Architecture:
This framework optimizes speed, resource allocation, and accuracy across diverse banking, insurance, credit, and wealth management scenarios.
Proven Market Traction
Processes tens of millions of monthly interactions
Covers 100+ use cases at institutions like Ping An Group
Achieves 60%+ reduction in human agent dependency
Cuts response times while standardizing service quality
Scalable Deployment
Standardized implementation modules enable rapid adoption:
Configurable channel integration
Multilingual support
Granular knowledge management
Customizable business workflows
The solution has gained particular traction among regional banks and mid-sized insurers seeking cost-efficient digital transformation.
Future Development
OneConnect continues to enhance OneBot’s capabilities with:
Multi-turn task decomposition
Personalized response engines ("1,000 Answers for 1,000 Customers")
Integrated knowledge retrieval
Real-time quality monitoring
Event Context & Strategic Significance
The conference—themed "Intelligent Digitalization: Powering Inclusive Finance’s Future"—featured speeches by former PBOC Deputy Governor Li Dongrong and ex-CIRC Vice Chairman Zhou Yanli.
"OneBot’s recognition reflects our practical approach to AI adoption in finance," stated a OneConnect spokesperson. "As institutions seek sustainable, readily deployable solutions, we’re expanding our LLM-enabled offerings across customer service, risk management, and transaction processing—turning AI’s promise into operational reality."
