Abstract: Fund business, with its flexible product forms and diverse income models, has become the core growth point of banks' retail business. Simultaneously, the continuous increase in customer inquiries has led to the emergence of professional issues such as the timeliness of fund redemption and withdrawal, and the rules of subscription and redemption opening periods. These issues pose a severe test to the business capabilities of customer service personnel. Bank customer service serves as the key link connecting financial institutions and customers, and the quality of its services directly affects customer satisfaction, brand credibility, and compliance risk control levels. However, the limitations of the traditional quality inspection model have become increasingly evident. Bank customer service quality inspection is facing problems such as high labor costs, long-term low quality inspection efficiency, and difficulty in identifying risks. How to break through the bottlenecks of efficiency and accuracy has become a problem that the banking industry needs to solve. And Instadesk Quality Inspection can create an intelligent quality inspection solution that is adapted to the characteristics of bank customer service business, helping bank customer service quality inspection achieve a comprehensive breakthrough from efficiency improvement to value creation, and becoming a core quality inspection partner in the digital transformation of banks.

I. Core Requirements for Bank Fund Business Customer Service Quality Inspection

The fund business has strict rules and high data sensitivity. The accuracy of customer service responses directly affects the investment decisions and fund security of the clients. Therefore, in this context, the work content of the bank's customer service quality inspection department needs to focus on the two core scenarios of the fund business.

1. Redemption and Account Settlement Scenario

The quality inspection personnel need to extract key information such as the redemption time, the earliest and latest arrival time, and the transfer time from the call recordings, and verify the consistency of these contents with the underlying table data. In complex situations involving agency sales, more attention needs to be paid.

2. Subscription and Redemption Open Period

In the subscription and redemption open period scenario, the quality inspection personnel need to determine the end time of subscription or redemption and the expected development based on the customer's inquiry of the fund name, and check whether the responses from the customer service are consistent with the official released information. For these two scenarios, the bank's customer service quality inspection department has established two core goals: first, to standardize the service process and promote customer service personnel to strictly follow industry regulatory requirements and internal bank systems to properly handle various customer inquiries. Second, to ensure accurate responses, so that any deviation in information responses does not lead to customer complaints and fund disputes, and to maintain the bank's brand reputation. Both of these goals are the starting points of the customer service quality inspection work and are also the key to preventing financial risks and improving customer satisfaction.

II. Three Major Pain Points of Traditional Bank Customer Service Quality Inspection

1. Limited Coverage

Some small and medium-sized banks have not introduced intelligent quality inspection systems and rely entirely on manual extraction of recordings for quality inspection work. The call recordings of the fund business generally contain a large amount of professional terms and data information. The quality inspection personnel need to check each sentence, which not only consumes a lot of time and energy but also faces high labor costs. A customer service team usually requires a corresponding scale of quality inspection team, but with massive call recording data, only partial recordings can be inspected randomly, and the goal of full coverage cannot be achieved. At the same time, in the traditional quality inspection mode, it is easy to miss violations, and there is no guarantee of service quality.

2. Inability to Achieve Accuracy and Recall Simultaneously

Headline banks have introduced the first generation of intelligent quality inspection systems, but the quality inspection technology still remains at the level of keyword matching and regular expressions. This mode screens out suspected violations through preset sensitive words and rules, and then transfers them to manual re-review. This approach has technical limitations that are difficult to break through. When expanding the screening range to improve recall rate, it generates a large number of invalid s, increasing the workload of manual re-review, and leading to a significant decline in accuracy. If the screening rules are to ensure accuracy, it will miss a large number of hidden violations and cannot achieve the goal of comprehensive quality inspection.

3. Unable to Extract Data Value

The work focus of both manual quality inspection and traditional intelligent quality inspection is on problem detection, unable to conduct in-depth analysis and application of the quality inspection data. Generally, the customer consultation data of the fund business contains information such as customers' investment preferences, service dissatisfaction items, and frequent questions, which is not achievable in the traditional mode for data mining and integration, and cannot provide data support for customer service personnel to optimize their responses, design products, and iterate upgrades, resulting in a passive situation where quality inspection only corrects errors and does not optimize.

III. Core Countermeasures to Solve Fund Business Quality Inspection

Facing the pain points of the traditional quality inspection mode, a new generation of intelligent quality inspection system based on artificial intelligence technology has emerged. Instadesk Quality Inspection integrates advanced technologies such as large models, intelligent agents, and knowledge bases to build a "intelligent detection + manual re-review + data loop" full-process quality inspection system, providing a comprehensive solution for the bank's fund business quality inspection department.

1. Intelligent Detection System Based on Multiple Technologies Instadesk Quality Inspection focuses on standardized quality inspection items such as polite language, prohibited service phrases, and compliant speech in bank customer service. It uses keyword matching and regular expression detection technologies to quickly screen out potential issues. Additionally, based on the practical experience of multiple leading financial institutions, it has intelligently accumulated a large number of NLP models specific to fund business, covering high-frequency scenarios such as verification of redemption and account settlement times, and matching of open period rules. These small models have been trained on massive industry data and possess the dual advantages of high accuracy and high recall rate. This enables the system to be used directly without the need for complex model training by banks. The system introduces large model and intelligent agent technologies, maintaining quality inspection rules through Prompt technology, significantly reducing the production cycle and costs of quality inspection items, and enabling rapid response to rule changes caused by fund product iterations. The intelligent agent platform supports flexible configuration of complex quality inspection items, simulating the logic of manual quality inspection, ensuring that the accuracy and recall rate of quality inspection can reach over 90%. Moreover, the system integrates the bank's fund business knowledge base, using RAG (Retrieval-Augmented Generation) technology to compare the responses of customer service personnel with authoritative information in the knowledge base, automatically determining the accuracy and completeness of the responses, and ensuring the authenticity of customer information acquisition from the source.

2. Full-process manual collaboration mechanism

Instadesk Quality Inspection first conducts intelligent detection on all call recordings, marks the recordings with potential violations, and generates detailed quality inspection reports. Quality inspectors can focus on the review of high-risk recordings, significantly reducing repetitive labor. This human-machine collaboration model enables a several-fold increase in quality inspection efficiency, and the intervention of manual review effectively avoids potential misjudgments in intelligent detection. The system also supports quality inspection managers to randomly select already AI-detected recordings for review to ensure the reliability of intelligent detection. For customer appeals, the system sets up a complete re-examination and reconsideration channel, ensuring the fairness and impartiality of the quality inspection results through a multi-level review mechanism, and enhancing the recognition of quality inspection work by customer service personnel.

3. Data-driven business optimization loop

Instadesk Quality Inspection has the ability to deeply mine and apply quality inspection data, integrating fund business quality inspection data to generate multi-dimensional visual reports. The report content covers high-frequency violation issues, customer consultation hotspots, and shortcomings in customer service language. These data can directly feed back to the optimization of banking business. Managers can organize targeted training for customer service personnel based on the shortcomings in language skills, optimize knowledge base content for frequent customer inquiries, and promote improvements and upgrades in product design and service processes based on customer dissatisfaction items.

IV. Value presentation of Instadesk Quality Inspection in fund business

A certain fund company generates approximately 100 customer service calls per day, covering pre-sale consultation, post-sale complaints, follow-up visits, and other scenarios. Previously, only a part-time staff member was responsible for quality inspection, with an inspection coverage rate of less than 30%, and there were problems of low efficiency and high error rate. Without the ability to effectively analyze customer data. After introducing Instadesk Quality Inspection, the quality inspection pain points of the fund business of this company were effectively resolved.

Specific results include three aspects: First, full-scale quality inspection coverage. The system can conduct intelligent detection on all call recordings, increasing the inspection coverage rate from 30% to 100%. Second, significant improvement in quality inspection efficiency. The combination of intelligent detection and manual review mode reduces the quality inspection cycle from several days to T+1, enabling the timely discovery and rectification of business issues. The third aspect is to significantly improve service quality. Through precise rectification of violations and optimization of customer service language, the customer complaint rate of the enterprise's fund business decreased by 12%. At the same time, the customer consultation business data analysis report generated by the system provided precise guidance for the user operation of the fund enterprise, promoting its transformation from passive quality inspection to active optimization.

V. Conclusion

The customer service quality inspection work of bank fund business is a key link in ensuring service quality and preventing financial risks. The shortcomings of the traditional quality inspection model in terms of efficiency, accuracy, and data value mining have been unable to meet the needs of industry digital transformation. The new generation of intelligent quality inspection technology represented by the Instadesk Quality Inspection multimodal quality inspection system provides solutions for the customer service quality inspection department of banks. In the future, with the continuous evolution of large models and intelligent agent technologies, intelligent quality inspection systems will develop in a more precise, intelligent, and forward-looking direction. The customer service quality inspection department of banks should seize the opportunity of digital transformation, actively introduce intelligent quality inspection technology, not only be the "gatekeeper" of service quality, but also become the "driver" of business optimization, and lay a solid defense line for the high-quality development of fund business.