At the 7th China Financial Technology Forum held during the China International Fair for Trade in Services on September 10-11, 2025, in Beijing, Xu Jun, Assistant General Manager of the SME Finance Department at Bank of Hangzhou Co.,Ltd., delivered a keynote speech on "Technology Empowerment - Digital Transformation and Applications in the Financial Industry."
Xu Jun shared insights on customer journey operations and AI applications for precise customer service, highlighting how banking leaders are actively embracing technology rather than merely observing from the sidelines. He noted the significant shift toward AI applications, particularly since the democratization of large language models and generative AI at the beginning of this year.
**Building the "Dandelion Platform" for Inclusive Finance**
Bank of Hangzhou Co.,Ltd. has developed a comprehensive customer operations platform called the "Dandelion Platform" for inclusive finance customers. The platform integrates Customer Relationship Management (CRM) for customer service and Customer Journey Orchestration (CJO) for customer operations management.
The platform focuses on four core capabilities:
**1. Precise Target Customer Group Construction** The bank has established over 1,000 SME customer tags, encompassing static information labels (customer and business information), behavioral labels (account opening, transaction frequencies, and channel usage patterns), and marketing labels (recent customer interactions and activity participation). These tags enable real-time customer segmentation and detailed customer profiling for personalized management.
**2. Multi-channel Coordinated Outreach** The platform ensures information synchronization across mobile banking, customer service, SMS, and app notifications. Real-time data collection and distribution enable coordinated customer service across all touchpoints, with instant notifications to relationship managers when customers visit branches.
**3. Diversified Activity and Benefits Management** The system creates customer operations workflows similar to credit workflows, digitally orchestrating marketing activities end-to-end. This approach significantly improves operational efficiency while providing comprehensive data recording for analysis and optimization.
**4. Real-time Customer Behavior Insights** An event center serves as the rules engine for customer operations, processing real-time data from all channels to trigger appropriate service actions. For example, when customers browse financial products on mobile banking, the system automatically pushes suitable product recommendations based on their preferences.
**Operational Results and Impact**
In 2024, the platform established eight major inclusive customer journey scenarios covering loans, settlements, non-lending customer enhancement, comprehensive corporate products, and payroll services. The system handled 1.2 million customer operations and provided 18,000 various financial products.
Notably, the entire operation is managed by just four team members - two product managers and two technical managers. By the end of June 2025, the platform had already processed 1.12 million customer operations, nearly matching the full-year 2024 volume.
**AI Integration for Enhanced Customer Service**
Recognizing that frontline relationship managers face increasing complexity in financial products, Bank of Hangzhou Co.,Ltd. has implemented AI solutions to address training and capability enhancement challenges. Traditional training methods showed limited effectiveness, prompting the adoption of large language models and generative AI.
The AI implementation offers three key advantages: - Comprehensive knowledge base queries with natural language processing - Associative and reasoning capabilities for expanded learning - Behavioral data analysis for personalized knowledge recommendations
**AI Applications in Practice**
The bank has developed several AI-powered tools:
**AI Customer Reports**: Traditional customer 360-degree views have been enhanced with AI-generated readable KYC reports that highlight key information, suitable product combinations, and service recommendations. The system also provides industry insights and social trends to help relationship managers find common ground with customers.
**AI Intelligent Assistant**: Features embedded learning capabilities across all inclusive finance transaction systems, with dynamic bubble guidance to help relationship managers ask precise questions. The assistant provides multimedia responses including micro-videos for immediate practical application.
Usage data shows steady growth, with monthly AI assistant interactions exceeding 15,000 by July 2025, representing approximately 20% monthly growth since February. Notably, 50% of queries come from younger relationship managers, indicating strong adoption among digitally native staff.
**Future AI Development**
Bank of Hangzhou Co.,Ltd. has initiated a new round of AI application enhancements, including: - AI-generated financial service solutions for relationship managers - AI-powered due diligence report quality control - AI-enhanced risk management systems
The bank's comprehensive approach to digital transformation demonstrates how traditional financial institutions can leverage AI and customer journey orchestration to improve operational efficiency while maintaining personalized customer service.
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