Ukuchongwa koMthengi kunye nokuFunyaniswa kobuqhophololo kwi-Playbook ye-Maruti Techlabs: I-Banking Case Study

Ubungcali bunikezelwe

Uphuhliso lweMveliso & QA

Ishishini

Ibhanki

uMxumi omfutshane

Umxhasi liqela lebhanki elibalaseleyo kwi-UAE esekwe kwi-1985, eyaziwa ngeenkonzo zayo ezahlukeneyo kunye neemveliso: iibhanki zabucala, iibhanki zorhwebo, ulawulo lobutyebi, iibhanki zenkampani, utshintshiselwano lwangaphandle, imali yeprojekthi, ulawulo lwepropathi, kunye nokunye.

Ngomnqweno wokuba yi #1 yebhanki kwi-UAE, umxhasi, onesiseko sabasebenzi abangama-5,000, unikezela ngeemveliso kunye neenkonzo zakhe kubathengi abangaphezu kwesigidi esi-1.

Umda weProjekthi

Umxhasi usebenzise i-Interactive Voice Response (IVR) kunye nendlela yokufowuna ye-arhente ukujongana nemibuzo yabathengi kunye nokwenza utshintshiselwano. Inkqubo ekhoyo ibidla ixesha kubathengi kunye nee-arhente kwaye ibangele umngeni obalulekileyo kwimbono yezenzo zobuqhophololo ezinokubakho.

Ukuthintela lo mceli mngeni, bagqibe ekubeni baphumeze inkqubo yelizwi ukuqinisa ukhuseleko kunye nokuqinisekisa ukuchongwa komnxeba ngexesha lokufowuna kwabathengi kunye neentengiselwano.

Xa isazisi somnxebi siqinisekisiwe, umnxebi unokufikelela kwiinkonzo ezininzi zebhanki, ezinjengokongeza abaxhamli, ukudluliselwa kwemali, kunye nokunye - konke ngemiyalelo yelizwi.

Ngokusekwe kwiingxoxo phakathi kweMaruti Techlabs kunye nomxhasi, omabini amaqela acutha umda, oquka oku kulandelayo -

• Sebenzisa ibhayometriki yelizwi ukuphucula ukhuseleko kunye nezinga lentetho yoqinisekiso lwempumelelo
• Yila iqonga eliququzelela ukudityaniswa kwelizwi kwixesha elizayo, njengayo yonke imisebenzi yetransekshini yesebe
• Ukuzenzela umnxeba kunye nezicelo zabathengi eziqhelekileyo zokunciphisa umthwalo wee-arhente zeziko leefowuni ngelixa uphucula amava omthengi

Umngeni

Yinkqubo eqhelekileyo ukuba iibhanki ziqhube inkqubo yazo yokunyamekela abathengi (KYC) phambi kokuba zinike iinkonzo. Inkqubo ye-KYC ibandakanya ukuqinisekiswa koxwebhu, njengamatyala asetyenziswayo, ukuqinisekiswa kwedilesi, kunye nokuqinisekiswa kwebhayometriki. Ke ngoko, kulula ukuba iiarhente zifunde iinkcukacha zomnxeba wombuzo okanye isicelo.

Nangona kunjalo, kulucelomngeni kwi-arhente ukufumanisa ukuba ngubani umntu oncokolayo kwelinye icala lomnxeba. Ngenxa yobu bunzima, inkqubo yokuqinisekisa abathengi itye ixesha lee-arhente ngaphandle kokubonelela ngenkqubo yobudenge yokuchonga amaqhophololo ngokuchasene nabathengi bokwenyani.

Abarhwaphilizi namhlanje banamaqhinga amaninzi okufunda ukuba ngubani umthengi kunye nolwazi oluyimfihlo. Umxhasi wayefuna ukwazisa ukuqondwa kwelizwi okuzenzekelayo ukuze abonelele ngeendlela ezikhuselekileyo nezikhawulezayo zokuqhuba iintengiselwano ezinxulumene nebhanki.

Iinjongo eziphambili ibikukoyisa imiceli mngeni efana nokunciphisa ixesha lokutshintsha (okt, imizuzwana engama-45-60/umthengi) ukuqinisekisa abathengi kwiifowuni, ukunika uqinisekiso lwelizwi olungenamsebenzi endaweni yokuqinisekiswa kwe-PIN, kunye nokunciphisa imingcipheko yobuqhophololo kulwazi lomthengi oluthotyiweyo ngobunjineli bezentlalo kunye phishing.

Isisombululo

I-biometrics yelizwi esebenzayo iphakamisa itekhnoloji yokuqondwa kwelizwi ukuchonga abantu ngokusekwe kwiimpawu zabo zelizwi ezizodwa xa bethetha nje okanye ngokwemvelo. Ukufezekisa oku, iqela lethu liye layila i-portal yewebhu eya kufuna imvume kubathengi ukuze benze ipasi lelizwi, babhalise i-voice pass kwi-IVR, kwaye babhalise umthengi xa ilizwi labo lenziwe.

Senze isisombululo esinamacandelo amabini esigubungela i-portal yolawulo lwee-voiceprints kunye nesicelo sokubona ubuqhophololo. Nantsi inkcazo emfutshane yesisombululo esiphunyeziweyo -

1. Ukubhaliswa kweBiometric ngeLizwi

Iindlebe zomntu azikwazi ukuqonda iimpawu ezifihlakeleyo ezinceda ukuva ilizwi lomntu. Kodwa izisombululo zebhayometriki ezinikwe amandla ngobukrelekrele bokwenziwa zinokukwenza oku ngaphandle komgudu. Ukuyila esi sisombululo, sisebenzise iqonga lokuqaphela ilizwi elithelekisa ilizwi lomfowunelwa kunye ne-voiceprint ye-passive egcinwe kwisiseko sedatha.

I-voiceprint ye-passive yimbonakaliso yemathematika yelizwi lomthengi elenziwe ngexesha lokudibana kokuqala kunye neqonga. Nje ukuba ilizwi lexesha langempela lomthengi lifumane umdlalo kunye ne-passive voicepass kwi-database, iqonga lizisa i-arhente ukuba umnxeba uqinisekisiwe.

Siphumeze isisombululo sokuqaphela ilizwi usebenzisa i-Phonexia (i-biometric yelizwi kunye nesofthiwe yokuqaphela intetho). Owona msebenzi wethu uphambili kunye nezithethi ezitsha ibikukongeza iisampulu zelizwi lazo kwiziko ledatha ukuze zichonge kwaye ekugqibeleni zibaxhobise ekuqeqesheni imodeli yokuzenzela inkonzo yokuncedisa ilizwi.

Ukuyila ukuchongwa kwelizwi kunye nenkqubo yokubhalisa kubandakanya la manyathelo alandelayo:

1. I-Arhente ifumana ifowuni esuka kwinombolo ethile.
2. Inkqubo ijonga ukuba ngaba lo umfowunelwa osele ekhona okanye umnxeba omtsha.
3. Inkqubo ihlola i-audio yomfowunelwa okhoyo kwaye uyithelekisa kunye nebhayometri yezwi ebhalisiweyo.
4. Ukuba ilizwi lihambelana nebhayometriki yelizwi elibhalisiweyo, umsebenzisi uqinisekisiwe ukufikelela kwiinkonzo zebhanki.
5. Ukuba inkqubo ayimqinisekisi umnxeba, inkqubo ikhokela iarhente ukuba ibuze imibuzo yokhuseleko.
6. Abasebenzisi baqinisekisiwe ukuba baphendula imibuzo yokhuseleko ngokuchanekileyo; ngenye indlela, inkqubo iphawula umnxebi njengobuqhophololo.
7. Izithethi ezitsha ezinoshicilelo lwelizwi olungabhaliswanga zicelwa imvume yokubhalisa.
8. Iiarhente zijonga isazisi somthengi kwaye zivume ukubhalisa kwi-ITQAN CRM.
9. Qokelela isampuli yelizwi yemizuzwana engama-20 usebenzisa i-Phonexia.
10. Ukuprintwa kwelizwi eliqokelelweyo ligqithiselwa kuMlawuli ukubhalisa isampuli yezwi kwithebhu yesithethi.
11. Umlawuli unika i-ID yeSithethi kunye ne-ID ye-Voiceprint ngexesha lokubhalisa.
12. Ithebhu yesithethi ibandakanya i-ID yomthengi (CID), inombolo yefowuni ebhalisiweyo, igama lokuqala kunye negama lokugqibela, i-ID ye-voiceprint, kunye nesimo se-voiceprint (I-Active-Inactive-Locked).
13. Umlawuli unokulungisa okanye ukhangele i-voiceprint ethile usebenzisa i-CID, isimo se-voiceprint, umhla wokudala, kunye nomhla wokugqibela osetyenziswe.
14. Ithebhu yesithethi ayibonisi iinkcukacha zebhanki eziyimfihlo ezifana neenombolo zeakhawunti, iimpendulo kwimibuzo yoqinisekiso, iidilesi, njl.njl.

2. Ukufunyanwa kobuqhophololo

Abakhohlisi banengxowa egcwele amaqhinga anokuthi akhohlise nabona abameli bokunyamekela abathengi abanamava. Kuninzi lweearhente, kunzima ukuqonda ukuba bangamaxhoba obuqhophololo.

Iphothali yelizwi iya kufunda iimpawu zomlomo kwilizwi lomntu ofowunayo, iyithelekise kunye neempawu ezizodwa kwisampulu yelizwi egcinwe kwi-biometrics yelizwi elisebenzayo, kwaye yazise iarhente malunga nokuziphatha okukrokrisayo komnxeba.

Nabaphi na abafowunayo abakrokrelayo baya kongezelelwa kwindawo yogcino eyahlukileyo. Ezi printing zelizwi ziya kuthi ekugqibeleni zisetyenziswe ukufundisa imodeli yokuqondwa kwelizwi malunga nendlela yokubona kunye nokubonisa intsebenziswano efanayo yexesha elizayo.

Unxibelelwano kunye neNtsebenziswano

Ukuzibophelela kwethu ekuqondeni iimfuno zeprojekthi yabo, indlela eya kwizisombululo, kunye nokuphunyezwa, kunye nokuzibandakanya kwethu kwangaphambili kwiprojekthi yencoko kunye nencoko ephilayo, kwavula indlela yokuba umxhasi adibane nathi kwakhona.

Uqikelelo lokuqala lomda wexesha leprojekthi yayiziinyanga ezi-3, kodwa yongezwa kwiinyanga ezi-4 ngenxa yokuguquguquka kweemfuno zabathengi.

Isigaba sophuhliso siqale ngeentlanganiso zeveki zokwabelana ngoshwankathelo olubanzi, eziye zatshintshela kwiintlanganiso zemihla ngemihla zesikram ukuqinisekisa unxibelelwano oluneenkcukacha phakathi kwamaqela omabini.

Sasebenzisa iqela elizinikeleyo leenjineli ezigubungela -

• Iinjineli zasemva
• Iinjineli zangaphambili
• Iinjineli ze-QA
• IKhokelo yobuGcisa

Iqela lethu lophuhliso belinobuchule, linxibelelana, kwaye liziqhelanisa nokuhlangabezana neemfuno zomxhasi weprojekthi eyimpumelelo.

Sibambe iintlanganiso zemihla ngemihla zokujonga inkqubela kwaye sasebenzisa amaQela eMicrosoft ukusasaza, imibuzo yabathengi, kunye nophononongo lokubaleka, nonxibelelwano lwemihla ngemihla olulawulwa ngeSlack.

Sisebenzise i-Jira ekulandeleni inkqubela phambili ekuhleni, ukwandisa imveliso, kunye neenkqubo zokulungelelanisa ukuhlangabezana neenjongo zeprojekthi kunye nokunikezelwa ngokufanelekileyo.

Isitaki seTekhnoloji

Iziphumo

I-portal yezwi, ephuhliswe nguMaruti Techlabs, izuze kakhulu umxhasi wethu ngokunikezela ukhuseleko lwelizwi lwexesha langempela kunye neenkonzo zokuthengiselana. Olu tshintsho lube nesiphumo sokunyuka okumangalisayo kwe-36% kwireyithi yokusonjululwa kweminxeba yokuqala kunye nokwandiswa okuchukumisayo kwama-52% kumanqaku okwaneliseka kwabathengi.

• Ungqinisiso olulula kunye nokuqondwa kwebhayometriki yelizwi, esusa isidingo sokukhumbula amagama agqithisiweyo okanye amabinzana abalulekileyo.

• Unxibelelwano olulungelelanisiweyo lwabathengi ngokunikezela imibuliso eyeyakho, ukucwangcisa idinga, uncedo lwentengiselwano, isisombululo sezikhalazo, kunye nokunye.

• Yaziswa ngesiqinisekiso sesazisi esikude kwiiarhente ezisebenza kude ukukhusela idatha eyimfihlo yabathengi kunye neenkampani.

  
  

Umxhasi wamkele inkqubo ekhuselekileyo yelizwi esekwe kwi-AI ukuze kuphuculwe ukuphatha umnxeba wabathengi. Esi sisombululo siphucule kakhulu imisebenzi yabo, sibonisa ukusebenza kwayo ekuphakamiseni inkonzo yabathengi kunye nokwaneliseka. Isiphumo somnatha sibe kukuqiniswa kwamanyathelo okulwa nobuqhetseba kunye nokuqinisekiswa okuzenzekelayo, okubone ukunyuswa okubalulekileyo kumava omthengi ngokubanzi.

Inkqubo yethu yoPhuhliso

Silandela i-Agile, iLean, kunye ne-DevOps eyona ndlela yokwenza iprototype ephezulu ezisa izimvo zabasebenzisi bakho kwimpumelelo ngokusebenzisana kunye nokuphunyezwa ngokukhawuleza. Eyona nto iphambili yethu lixesha lokusabela ngokukhawuleza kunye nokufikeleleka.

Sifuna ngokwenene ukuba liqela lakho elongeziweyo, ke ngaphandle kweentlanganiso eziqhelekileyo, unokuqiniseka ukuba ilungu ngalinye leqela lethu ngumnxeba omnye, i-imeyile, okanye umyalezo kude.

Kutheni ukhetha iMaruti Techlabs?

Umxhasi wayefuna ukuzisa iqabane elinobuchule kunye namava ekusebenzeni ngeteknoloji yokuqaphela ilizwi. Ukunceda thina, ngaphambili besisebenzisana ekwakheni nasekuhambiseni ngempumelelo isisombululo se-chatbot kwenye yeeprojekthi zabo.

Ekugqityweni kwesigaba se-RFI, siye sadweliswa phakathi kwamanye amahlakani amahlanu ophuhliso lwemveliso evela eGrisi naseIndiya kwi-RFP. Ngaphandle kweekhrayitheriya zokufaneleka ezibekwe ngaphakathi kwe-RFI kunye ne-RFP, i-Maruti Techlabs ifakwe kuluhlu olufutshane ngenxa yamava angaphambili afanelekileyo ekwakheni izisombululo ezifanayo, izikhombisi zabathengi, kunye nobudlelwane obude kunye nabaxhasi ngokwabo.

Ngenjongo yokuqala ibe sisigaba sofunyaniso esineenkcukacha, siqonde ngokupheleleyo ubugcisa bomthengi, ukusebenza, kunye neemfuno zeshishini. Iyonke le projekthi ibhalwe ngobuchule ngendlela ecacileyo necwangcisiweyo, ishiya umbono olungileyo kumthengi wethu. Ngenxa yoko, bagqiba ekubeni baqhubele phambili nesigaba sophuhliso.