How AI Powers Real-Time Business Hot‑Word Monitoring in Remote Banking

Preface

ICBC Software Development Center is advancing fintech innovation by integrating remote banking services with technology to launch a remote‑banking hotline business‑hot‑word perception system. The system covers all inbound calls to the remote‑banking center, continuously updates a ranking of inbound business volumes and hot terms, and provides intelligent alerts for high‑frequency, important, and sensitive services.

By detecting anomalies early among millions of transactions, it supports business, technology, and production decisions, helping to resolve customer conflicts and mitigate risk escalation.

1 Incoming Business Ranking

The system, built on AI, classifies inbound call recordings into dozens of business types and generates a real‑time ranking of transaction volumes. It offers two display dimensions: week‑over‑week change and 30‑minute interval change, enabling comprehensive trend analysis. In production, the ranking has repeatedly issued accurate early warnings of abnormal volume shifts, allowing pre‑emptive fault prediction and valuable response time for product‑level applications.

2 Business Hot‑Word Detection

Leveraging ASR technology and a Python‑based keyword extraction algorithm, the system extracts high‑frequency keywords from each call, presenting them as word‑cloud visualizations for dozens of business categories such as credit cards, personal accounts, loans, transfers, quick payments, precious metals, and mobile banking. This capability assists analysts in gauging information heat and trend development, automatically tracking key business changes, and improving alertness and issue localization.

Conclusion

The remote‑banking business hot‑word perception system provides a comprehensive method for monitoring, predicting, and analyzing ICBC’s operational status. Based on AI, it enables business, development, and support teams to grasp customer complaint dynamics efficiently, offers intelligent early‑warning to avoid production risks, and supplies real‑time data for trend tracking and decision support, ensuring stable fintech operations.