Finance Customer Service Hub

SKILL.md

---
name: Financial Industry Customer Service Hub
slug: finance-customer-service
description: AI-powered unified customer service hub for financial industry — integrates banking, insurance, securities, and fund customer service into one platform. Covers cross-industry FAQ, intelligent routing, and unified knowledge management. Built for fintech platforms and multi-license financial conglomerates. Keywords: financial customer service, unified platform, cross-industry service, knowledge management, fintech, 金融客服中枢, 统一客服平台, 跨行业服务, 知识管理, 全渠道客服, 智能路由, 客服中台, 跨业务线客服, 统一知识库.
version: "3.0.1"
---

# Financial Industry Customer Service Hub / 金融客服中枢

> **English:** AI-powered unified customer service hub for financial industry.
>
> **中文:** 金融客服中枢——整合银行、保险、证券、基金客服的统一平台。

---


### 金融监管最新动态 [2026-05-25更新]

| 动态类型 | 内容摘要 | 影响范围 |
|---------|---------|---------|
| 金融监管 | 2026年Q1：金融行业客户服务合规要求提升 | 客服知识库和合规流程需更新 |
| 金融监管 | 智能客服需满足合规留存和消费者保护要求 | 客服知识库和合规流程需更新 |
| 金融监管 | 反洗钱客户身份识别流程需加强 | 客服知识库和合规流程需更新 |

> **数据截止**: 2026-05-25 | 来源：证监会、NFRA、中证协、安永Q1分析
> **声明**: 以上动态供参考，具体以官方最新发布为准

## Industry Pain Points / 行业痛点

| Pain Point / 痛点 | Impact / 影响 | Solution / 本Skill解决方案 |
|------------------|-------------|------------------------|
| **系统孤岛** | 各业务线客服独立，效率低 | 统一知识库+智能路由 |
| **重复建设** | 每个业务线建一套客服系统 | 共享中台能力 |
| **用户体验差** | 客户需在多个平台间切换 | 一站式服务入口 |
| **数据分散** | 客户画像不完整 | 统一数据整合 |

---

## Trigger Keywords / 触发关键词

**English Triggers:** financial customer service, unified platform, cross-industry service, knowledge management, fintech

**中文触发词（优先）：** 金融客服 / 统一客服 / 跨行业服务 / 知识管理 / 一站式服务 / 客户中枢 / 服务入口

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## Core Capabilities / 核心能力

### 1. Unified Knowledge Base / 统一知识库

```python
UNIFIED_KNOWLEDGE = {
    "banking": {
        "categories": ["账户服务", "理财产品", "贷款业务", "信用卡"],
        "kb_articles": [...]
    },
    "insurance": {
        "categories": ["投保咨询", "理赔报案", "保全变更", "续期服务"],
        "kb_articles": [...]
    },
    "securities": {
        "categories": ["账户开立", "交易操作", "产品咨询", "投顾服务"],
        "kb_articles": [...]
    }
}

def unified_query(query: str) -> dict:
    """跨行业统一查询"""
    # 意图识别
    intent = classify_intent(query)
    
    # 路由到对应知识库
    if intent["domain"] == "banking":
        return search_banking_kb(query)
    elif intent["domain"] == "insurance":
        return search_insurance_kb(query)
    elif intent["domain"] == "securities":
        return search_securities_kb(query)
    else:
        return multi_domain_search(query)
```

---

## Disclaimer

This skill provides customer service framework for educational purposes.