Exploring on-premises AI solutions for customer enquiries
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Service Needs
Reference No.
N-0283
Title
Business Needs / Challenges
Users receive enquiries from customers and, based on the customers’ profiles, historical reference cases, regulations, and circulars to provide responses accordingly.
This process relies heavily on the users’ experience and knowledge to locate the appropriate reference cases and rules. As a result, it poses a significant challenge for succession planning, since training new users to take up the role effectively is difficult without such expertise.
Application Areas
Finance
Expected Outcomes
The AI is trained with historical reference cases collected over the past several decades — which may be in email, Word, or other formats — together with the latest regulations, circulars, and related materials. It will provide draft returns, along with the corresponding reference cases and rules, for users to review and validate before manually replying to customers.
Since the customer profiles and historical reference cases involve restricted personal data, the solution must be deployed on premises with high level security protection. A low or zero cost initial setup, together with minimal ongoing maintenance costs are preferred.
Technologies to be Used
Artificial Intelligence (AI)
