As a core financial institution rooted in an international financial hub and serving both urban and rural areas, the Bank has long been committed to promoting inclusive finance. However, its intelligent customer service system—operating for nearly a decade—had become a significant “technical debt,” constraining service efficiency and system stability due to its outdated architecture, maintenance challenges, and insufficient disaster recovery capabilities.

To achieve a breakthrough in customer experience (CX), the Bank partnered with Cloopen Cloud to launch a critical “Dual-Active Architecture Transformation and Full Lifecycle Replacement” project.
The project’s primary goal was to replace the legacy system without any business interruption, and to build a next-generation AI service platform—transforming from “available” to “highly available” and from “passive maintenance” to “self-evolving.”

1. The Challenge: A Decade of Technical Debt and Architectural Bottlenecks

The legacy intelligent customer service system had reached its end of life (EOS). Its core deficiencies severely hindered service continuity and the level of intelligence. Key challenges included:

• 1. Technical and Interaction Limitations

The system relied on regular expression matching, lacking natural language understanding capabilities and support for contextual, multi-turn conversations—resulting in a limited customer experience.

• 2. Inefficient Operations and Maintenance

Weak vendor support led to heavy dependence on manual updates for the knowledge base, resulting in low operational efficiency.

• 3. System Stability Risks

The absence of a dual-active architecture meant poor disaster recovery. Any system failure could lead to service interruptions.

• 4. Implementation Difficulty

The project required a full replacement of a decade-old, closed, and heterogeneous system—while ensuring zero disruption to tens of thousands of daily customer interactions.

2. The Solution: System Reconstruction with Zero Business Interruption

Cloopen Cloud established “uninterrupted business continuity” as the non-negotiable baseline and successfully achieved a seamless system migration and upgrade through a rigorous transition strategy and resilient architectural deployment.

Core Breakthrough: Smooth Transition Across Heterogeneous Vendors

• (1) Rapid Takeover and Knowledge Retention

Faced with a closed technology stack and incomplete documentation from the previous vendor, Cloopen Cloud quickly dissected the system logic and established a sustainable and controllable maintenance framework.

• (2) Complex Cutover and Risk Mitigation

By running both the old and new systems in parallel, the team achieved a zero-downtime switch, effectively avoiding common pitfalls such as data inconsistencies and service disruptions.

• (3) Complete Migration of Core Assets

Extensive business knowledge, unique Q&A data, and operational logic accumulated in the legacy system were thoroughly analyzed and migrated losslessly, ensuring the new system was ready for “plug-and-play” use.

• (4) Building a Highly Available Dual-Active Architecture

Through multi-center deployment, real-time data synchronization, and rapid failover mechanisms, the project established a robust foundation for long-term system high availability.

3. Intelligent Upgrade: Building an AI Platform that “Understands Business and Enables Operations”

Upon completing the foundational architecture upgrade, Cloopen Cloud focused on the Bank’s regional characteristics and business needs to create a new-generation AI customer service platform.

• 1. Intelligent Interaction: Localized, Human-Like Experience

Next-Generation Semantic Understanding:

Transitioned from rule-based matching to deep learning-based semantic recognition, fully supporting contextual, multi-turn conversations for a natural, human-like interaction experience.

Localized Adaptation:

Enhanced compatibility with dialects and non-standard financial terminology to accurately interpret region-specific inquiries and increase user affinity.

• 2. Knowledge Management: End-to-End Automation and Evolution

End-to-End Efficiency:

Enabled automated management of FAQs—from creation and training to deployment—boosting operational efficiency by over 50%.

Continuous Learning Optimization:

Through automatic question generalization and synonym management, the platform continuously retrains and optimizes models, improving recognition accuracy over time.

• 3. Data-Driven Insights: Empowering Full-Chain Optimization

Intelligent Labeling and Model Refinement:

Automatically clusters unrecognized queries and applies intelligent tagging to quickly close the optimization loop.

Multi-Dimensional Data Insights:

Provides real-time metrics on customer traffic, trending issues, and chatbot satisfaction, empowering data-driven business decisions.

4. Tangible Outcomes: Breakthroughs in Maintenance and Business Synergy

Addressing the weaknesses of the original vendor’s maintenance system, Cloopen Cloud established a comprehensive intelligent O&M lifecycle that significantly enhanced system stability and responsiveness.

• Fault Localization Time: Reduced from untraceable to under 15 minutes.
• Average Resolution Time: Improved from 3–5 days to under 2 hours, achieving a multi-fold acceleration in response speed.
• Proactive Risk Prevention: Implemented weekly system inspections, identifying and resolving 23 potential risks—shifting from reactive firefighting to proactive defense.
• New Business Adaptation Cycle: Reduced from lengthy manual processes to 1–2 working days for knowledge base updates, ensuring faster onboarding of new services.

5. Conclusion and Outlook

The successful upgrade and EOS transformation of the intelligent customer service system mark a milestone achievement in the Bank’s digital transformation journey.
The project not only eliminated long-standing technical debts but also established an intelligent, resilient, and locally adaptive digital service foundation.

Looking ahead, this renewed AI platform will serve as a “digital neighbor” that connects with the public—using the wisdom and warmth of technology to precisely deliver financial services across all facets of society, and to write a new chapter in the high-quality development of inclusive finance.