Ping An Bank

As retail customer behaviour evolved rapidly and corporate digital transformation deepened, Ping An Bank needed to scale marketing operations, improve customer service coverage, and enhance engagement with long-tail retail customers. Traditional offline relationship managers could not efficiently serve millions of customers, and marketing content production was slow and costly.

PAB developed three large-scale AI platforms: the 'YouTu Wanxiang' intelligent creative marketing platform for AI-generated content, a remote service platform using AI for human-machine collaboration serving ~5 million retail customers, and an AI-powered voice outbound platform with in-house ASR, NLU, and TTS capabilities. They also built a 'Super Coach' knowledge hub and 'Agent Foundry' platform for internal workflow automation.

The YouTu platform delivered cost savings of over RMB 100 million ($14 million) year-on-year, with intelligent image generation accelerating production efficiency fivefold and self-service image creation rising from 10% to 96.5%. The remote service platform enabled each agent to serve over 4,800 customers — nearly 10x traditional offline managers. The voice platform served 26 million customers by end-2024, with 70% of interactions exceeding 10 seconds.

• Embedding AI across the full content lifecycle (generation, review, compliance, deployment) can dramatically reduce marketing costs while improving speed and compliance.
• Human-AI collaboration in customer service can multiply agent productivity by nearly 10x, enabling mass-market coverage previously impossible with human-only teams.
• Building proprietary AI capabilities (ASR, NLU, TTS) gives banks greater control over customer interaction quality and enables multi-language, multi-scenario deployment at scale.