【2021 Solutions】 Xinli Information, a practitioner of technology, is committed to quickly implementing AI.
"Hi~ I am Afa. It is my birthday this month. This year I will give you a birthday gift~" This is Cathay World Bank's smart customer service Afa, which has been implemented in the five major subsidiaries of Cathay Financial Holdings, except In addition to a customer satisfaction rate of 94%, it has also brought a new group of young customers to Cathay Financial Holdings. This intelligent robot was jointly developed by Xinli Information. Through AI supervised training and a purely locally developed dual-brain one process, SysTalk . The ai service robot can achieve more powerful language understanding than Google Bert. Xinli Information has created the local SysTalk.ai brand and exported it internationally. It hopes that the proportion of overseas revenue will increase from 15% to 50% in the next five years.
Technology-oriented Xinli Information strengthens the strength of the local AI team
Xinli Information, founded in 2005, is a "technology"-oriented information software service provider that focuses on the research and development of digital financial technology. The highest proportion of customer groups is in the financial industry, accounting for 65%, and the remaining 35% includes Government agencies, high-tech industries, transportation, such as Beijing Municipal Government, Ubike, etc.
Xinli Information continues to develop its own technology. "Five years ago, bank customers needed customer service intelligent robots. After Xinli introduced intelligent robots from the United States, they almost dismantled and reorganized them and re-created independently developed customer service robots." Xinli Information Information general manager Yao Shengfu went on to say that the bank's requirements are very high, and Xinli engineers worked day and night to launch SysTalk.Chat - an intelligent customer service robot solution that uses next-generation NLU technology for semantic analysis and Chatflow (conversation process engine) to provide the most flexibility chat function. At this stage, it has been introduced by Cathay Pacific Group into its five major subsidiaries including banking, life insurance, property and casualty insurance, investment credit and securities. The intelligent customer service "Afa" provides one-stop service and creates a new working model of human-machine collaboration.
▲Xinli Information outlines the AI solution blueprint for the digital workforce.
After having successful experience, Yao Shengfu said that as global investment in AI R&D technology teams doubled, Xinli became a The only AI conversational robot on the market equipped with dual NLU algorithms, accelerating the goal of Taiwan's local model to be on par with international standards.
Currently, Xinli Information has 550 employees, including 60 people in the AI team, accounting for one-tenth of the total. Combining the global open source community, Xinli Information uses SysTalk.ai developed by Taiwan's local team to create "eyes (machine vision and facial recognition), ears (speech recognition), mouth (speech synthesis, TPS), brain (natural language) Understand NLU)" 4 major AI models, and through SysTalk.RPA - RPA automated process robots, we hope to create Taiwan's AI digital workforce and provide end-to-end solutions. At the same time, for small and medium-sized enterprises with limited resources, Xinli also provides cloud solutions. Lower the threshold for digital transformation and prepare for the industry to quickly move towards digital transformation after the epidemic.
▲Xinli Information dual-brain analysis conversational service uses a number of AI technology applications.
There are so many new AI innovations in Taiwan. What are the characteristics of Xinli’s AI solutions? Yao Shengfu said that considering AI as a product line, even if the technical depth is sufficient, it will be difficult to achieve if the integration and implementation capabilities are insufficient. Most of the customers Xinli serves are large enterprises. Customers require technology manufacturers to be able to implement technology customization and help customers highlight their value. In addition, Xinli has always attached great importance to the quality of follow-up services, which is the key to Xinli Information's success. .
However, even though it emphasizes the "technology-based" service spirit, Xinli Information also cooperates with FinTech companies to implement technologies and ideas in actual customer application scenarios, so that Taiwan's FinTech energy can exert a synergistic effect, such as Xinli cooperates with the StockTime cloud innovative service platform to jointly provide more convenient and secure SaaS stock management services, and plans to provide more financial applications on the platform through blockchain technology.
Hard skills + soft power to cultivate a key talent pool for digital transformation
"Digital talents" are an important asset in the software industry. In addition, financial holding groups have established digital finance-related departments, and the war for talents is constantly going on. In order to cultivate local professional talents, Xinli Information has formulated a six-month "IT "Xinxiu Elite Training Plan" provides educational training on technical skills in the first three months; in the second three months, personnel are assigned to various departments to actually participate in projects. Through the instructor's step-by-step guidance, the trainees can quickly implement AI In the project plan, hundreds of professional talents have been trained so far.
After cultivating "hard skills in the first three months and soft skills in the next three months", Yao Shengfu believes that he is not enough to serve as a consultant for industrial digital transformation. It will take another three years or so to be able to serve customers. Make recommendations for transformation. However, the members of the Xinli Information AI department are quite diverse, including journalists and linguistics related people. We hope to provide suggestions on transformation solutions for various industries through participants in different fields.
▲Talent is an important asset. Xinli Information uses hard skills + soft power to cultivate a key talent pool for digital transformation. The picture (middle) is Lin Xiuming, deputy general manager of Xinli Information AI Product Business Division.
Xinli Information wants algorithms to go out of the laboratory and no longer just be words on research reports. Therefore, we actively promote it to enterprises and hope to create algorithm applications in different industries and scenarios, so that the algorithm can take root in enterprises and become a real AI helper. In addition, Xinli is also based on Taiwan's successful experience and promotes it to other overseas markets, including Vietnam, Singapore, Seattle, USA, etc., so that vertical enterprise AI services can be implemented and provided to more countries and enterprises. Yao Shengfu pointed out that it is really necessary for the government to gather all the outstanding software service forces in Taiwan to develop Taiwan's software ecosystem.
In the next five years, the proportion of overseas revenue will increase to 50%, moving towards an international company
With the expansion of operation scale, the company has more than 100 large and small projects in progress at the same time, and the challenges of project quality and cost control are getting bigger and bigger. Through the self-built enterprise resource management system, Yao Shengfu can now understand the cost/progress status of each project in real time through the dashboard lights, and can also control quality and understand customer satisfaction through the audit system.
In terms of human resources management, we also hope to analyze the basic skills of each employee in the future, and establish an AI model talent database through the trajectory of serving customers, so that suitable employees can be matched to different customers. Further enhance customer service satisfaction.
Since 2017, Xinli Information has successively established overseas bases in Singapore and Ho Chi Minh City, Vietnam. The Vietnamese market has achieved outstanding results in 2021. In addition to continuing to cultivate the Southeast Asian market, which has a promising future, it has also simultaneously attempted to enter the European and American market channels. , keep pace with international manufacturers. Xinli Information hopes to use Taiwan's talents and software services to serve more customers in Southeast Asia and around the world. In the next five years, the proportion of revenue from overseas markets will increase from 15% to 50%, becoming an international company.
▲Yao Shengfu, general manager of Xinli Information.
「Translated content is generated by ChatGPT and is for reference only. Translation date:2024-05-19」