中國人民(min)銀行《金融科技(ji)發(fa)展規劃（2022~2025年》指(zhi)出：運用(yong)機器人流(liu)程(cheng)自(zi)動化(hua)(hua)（RPA）、自(zi)然語言(yan)處理(li)（NLP）、智能字(zi)符識別（ICR）等智能技術(shu)開展端(duan)到端(duan)數字(zi)化(hua)(hua)流(liu)程(cheng)重構，打通部門間(jian)業(ye)(ye)務(wu)阻隔與(yu)流(liu)程(cheng)斷點，實現跨角(jiao)色、跨時(shi)序(xu)的(de)業(ye)(ye)務(wu)靈活定制與(yu)編排，打造環節無(wu)縫(feng)銜接、信息實時(shi)交互(hu)、資源協同高(gao)效的(de)業(ye)(ye)務(wu)處理(li)模式(shi)，更好(hao)支撐數字(zi)化(hua)(hua)業(ye)(ye)務(wu)發展。

人保財險(xian)科技(ji)(ji)運營(ying)部自2019年(nian)以來探索引入(ru)RPA技(ji)(ji)術(shu)，打造(zao)數字員(yuan)(yuan)(yuan)工，將(jiang)(jiang)大量重復且規則明確的業務(wu)操作由機器人自動執行替(ti)代人工操作，節(jie)省員(yuan)(yuan)(yuan)工在機械(xie)、重復、耗時(shi)工作上(shang)的工作量和時(shi)間，使員(yuan)(yuan)(yuan)工可以從(cong)事(shi)更有(you)(you)價(jia)值和創造(zao)性的工作，有(you)(you)效提(ti)升運營(ying)效能和人力(li)績效。經過(guo)兩年(nian)左右的不斷嘗試并積累經驗(yan)，2022年(nian)，科技(ji)(ji)運營(ying)部將(jiang)(jiang)數字員(yuan)(yuan)(yuan)工平(ping)臺項目納入(ru)人保財險(xian)“三化(hua)(hua)”建(jian)(jian)設首批項目清(qing)單，通過(guo)建(jian)(jian)章立制、組建(jian)(jian)CoE（Center of Excellence，一般稱(cheng)卓越中心，負責(ze)統籌推動RPA應(ying)用）、深挖場景、打造(zao)平(ping)臺、強化(hua)(hua)管控、技(ji)(ji)術(shu)創新等(deng)舉措，自上(shang)而(er)下有(you)(you)組織地推動RPA系(xi)統化(hua)(hua)、規范化(hua)(hua)、規模化(hua)(hua)應(ying)用，促進降本(ben)增效，助力(li)公司運營(ying)自動化(hua)(hua)和數字化(hua)(hua)轉(zhuan)型。

截至2022年11月底，數字(zi)(zi)(zi)員工平(ping)臺已在(zai)人(ren)保財險總分公司上線612個RPA流程(cheng)，打造699名數字(zi)(zi)(zi)員工，涵蓋總部(bu)及33家省級分公司。2022年以來，數字(zi)(zi)(zi)員工累計運行(xing)時長(chang)超過84萬小時，節約人(ren)工工作量超過356人(ren)年，有效提升了業(ye)務(wu)運營(ying)效率和(he)人(ren)力效能，實現降本增效。

廣泛應(ying)用的車(che)險核保(bao)機(ji)器人。在(zai)車(che)險業(ye)務中(zhong)，存(cun)在(zai)大量規則清晰且重復性(xing)(xing)高(gao)的核保(bao)工(gong)(gong)(gong)作，核保(bao)處(chu)(chu)理(li)(li)時(shi)需要操作多個(ge)系統，人(ren)工(gong)(gong)(gong)處(chu)(chu)理(li)(li)的工(gong)(gong)(gong)作量、復雜度、易錯程度都(dou)較(jiao)高(gao)，處(chu)(chu)理(li)(li)的時(shi)效(xiao)性(xing)(xing)也(ye)不能完(wan)全滿足(zu)業(ye)務需要。針對這一場(chang)景，開發車(che)險核保(bao)機器(qi)人(ren)輔助人(ren)工(gong)(gong)(gong)處(chu)(chu)理(li)(li)核保(bao)工(gong)(gong)(gong)作，通(tong)過RPA融合OCR技術，提升(sheng)信息審核速(su)度及(ji)準確性(xing)(xing)，輔助人(ren)工(gong)(gong)(gong)快速(su)完(wan)成核保(bao)操作，效(xiao)率提升(sheng)600%。采(cai)用總分(fen)協同模式(shi)對數字員(yuan)工(gong)(gong)(gong)進行集中(zhong)管理(li)(li)，目前(qian)車(che)險核保(bao)機器(qi)人(ren)已在(zai)28家省級分(fen)公司(si)上線，2022年以來已累(lei)計節(jie)約37人(ren)年工(gong)(gong)(gong)作量。其中(zhong)，人(ren)保(bao)財險福建(jian)分(fen)公司(si)共上線9個(ge)車(che)險核保(bao)機器(qi)人(ren)，平均每天(tian)處(chu)(chu)理(li)(li)300單業(ye)務，替(ti)代7名(ming)人(ren)工(gong)(gong)(gong)。

集(ji)中部署的理賠集(ji)審照(zhao)片(pian)分揀機器人。在(zai)理(li)(li)賠(pei)(pei)業務中，在(zai)線(xian)理(li)(li)賠(pei)(pei)坐席(xi)(xi)需要通過集(ji)中審(shen)核(he)(he)平臺對各個渠道上(shang)傳(chuan)的(de)海量(liang)照(zhao)(zhao)(zhao)片(pian)進(jin)行(xing)人(ren)(ren)工(gong)審(shen)核(he)(he)和(he)(he)分(fen)(fen)揀，工(gong)作量(liang)大(da)，耗費人(ren)(ren)力成本高。針對這一場景，開發理(li)(li)賠(pei)(pei)集(ji)審(shen)照(zhao)(zhao)(zhao)片(pian)分(fen)(fen)揀機器人(ren)(ren)，通過RPA融合(he)OCR技術對照(zhao)(zhao)(zhao)片(pian)關(guan)鍵信息進(jin)行(xing)自動(dong)提取和(he)(he)識(shi)別，將識(shi)別后的(de)照(zhao)(zhao)(zhao)片(pian)自動(dong)分(fen)(fen)揀至(zhi)對應目錄，大(da)幅提升線(xian)上(shang)理(li)(li)賠(pei)(pei)處(chu)理(li)(li)時(shi)效。理(li)(li)賠(pei)(pei)集(ji)審(shen)照(zhao)(zhao)(zhao)片(pian)分(fen)(fen)揀機器人(ren)(ren)自2021年(nian)年(nian)底(di)上(shang)線(xian)以來，采用總部(bu)集(ji)中部(bu)署的(de)方式，共部(bu)署15名數字(zi)員工(gong)，累計運(yun)行(xing)22019小(xiao)時(shi)，節(jie)約(yue)人(ren)(ren)力1633人(ren)(ren)天，有效提高了分(fen)(fen)揀效率(lv)和(he)(he)準確率(lv)，在(zai)為(wei)理(li)(li)賠(pei)(pei)坐席(xi)(xi)減負的(de)同時(shi)，將數字(zi)員工(gong)的(de)處(chu)理(li)(li)結果記錄在(zai)表格中，每日(ri)交由指(zhi)定人(ren)(ren)員對結果進(jin)行(xing)二次(ci)檢查，保證流程(cheng)運(yun)行(xing)平穩(wen)且(qie)風險可控。

處(chu)理短期大批量業(ye)務(wu)的農險業(ye)務(wu)機器人。農(nong)(nong)(nong)險(xian)(xian)(xian)業(ye)(ye)(ye)務(wu)(wu)(wu)具(ju)有受政(zheng)(zheng)策約束較大(da)、集中出單(dan)占比(bi)高、季節(jie)性較強等特點。在(zai)一些特殊的應用場(chang)景(jing)，如財政(zheng)(zheng)部(bu)(bu)下(xia)發(fa)《中央財政(zheng)(zheng)農(nong)(nong)(nong)業(ye)(ye)(ye)保(bao)險(xian)(xian)(xian)保(bao)費補貼管理辦法(fa)》要求(qiu)(qiu)調(diao)(diao)整政(zheng)(zheng)策性農(nong)(nong)(nong)險(xian)(xian)(xian)各(ge)險(xian)(xian)(xian)種(zhong)的各(ge)級(ji)財政(zheng)(zheng)補貼比(bi)例、農(nong)(nong)(nong)險(xian)(xian)(xian)集中承(cheng)保(bao)錄單(dan)時進行海量(liang)影像(xiang)(xiang)上(shang)(shang)(shang)傳、農(nong)(nong)(nong)險(xian)(xian)(xian)理賠(pei)大(da)客(ke)戶(hu)案件(jian)抽(chou)檢要求(qiu)(qiu)下(xia)載系統案件(jian)清單(dan)及影像(xiang)(xiang)資(zi)(zi)料時，業(ye)(ye)(ye)務(wu)(wu)(wu)量(liang)巨大(da)且對時效性及數據質量(liang)要求(qiu)(qiu)都很高，分(fen)(fen)公(gong)司往(wang)往(wang)需(xu)要抽(chou)調(diao)(diao)大(da)量(liang)業(ye)(ye)(ye)務(wu)(wu)(wu)人(ren)(ren)員集中在(zai)數天(tian)或數十(shi)天(tian)內加(jia)班加(jia)點完成上(shang)(shang)(shang)萬件(jian)保(bao)單(dan)的錄單(dan)、批(pi)改或資(zi)(zi)料下(xia)載操作(zuo)。為(wei)提高業(ye)(ye)(ye)務(wu)(wu)(wu)處理效率，開發(fa)上(shang)(shang)(shang)線(xian)(xian)農(nong)(nong)(nong)險(xian)(xian)(xian)政(zheng)(zheng)策性系數批(pi)改機(ji)(ji)器人(ren)(ren)、農(nong)(nong)(nong)險(xian)(xian)(xian)影像(xiang)(xiang)上(shang)(shang)(shang)傳機(ji)(ji)器人(ren)(ren)、農(nong)(nong)(nong)險(xian)(xian)(xian)理賠(pei)資(zi)(zi)料下(xia)載機(ji)(ji)器人(ren)(ren)等農(nong)(nong)(nong)險(xian)(xian)(xian)業(ye)(ye)(ye)務(wu)(wu)(wu)機(ji)(ji)器人(ren)(ren)。根(gen)據業(ye)(ye)(ye)務(wu)(wu)(wu)需(xu)要，快(kuai)速部(bu)(bu)署(shu)數十(shi)名數字(zi)員工，完成短(duan)期大(da)批(pi)量(liang)任務(wu)(wu)(wu)后再(zai)將(jiang)機(ji)(ji)器人(ren)(ren)許可資(zi)(zi)源(yuan)釋放，極大(da)地發(fa)揮(hui)了(le)數字(zi)員工快(kuai)速部(bu)(bu)署(shu)、靈活適(shi)配業(ye)(ye)(ye)務(wu)(wu)(wu)的優勢，減輕(qing)了(le)基層一線(xian)(xian)的工作(zuo)負擔。2022年7月(yue)，人(ren)(ren)保(bao)財險(xian)(xian)(xian)河南分(fen)(fen)公(gong)司緊急開發(fa)上(shang)(shang)(shang)線(xian)(xian)并部(bu)(bu)署(shu)15個(ge)農(nong)(nong)(nong)險(xian)(xian)(xian)政(zheng)(zheng)策性系數批(pi)改機(ji)(ji)器人(ren)(ren)，共(gong)運行2個(ge)月(yue)，完成23890單(dan)批(pi)改工作(zuo)，節(jie)約人(ren)(ren)力498人(ren)(ren)天(tian)。

開創數字(zi)員工服務化模式的運維機(ji)器人(ren)。人(ren)保(bao)(bao)財險湖南分公司科技運(yun)營部(bu)(bu)率先提出“數(shu)(shu)(shu)字(zi)(zi)員(yuan)工(gong)(gong)服務(wu)化”理念并實(shi)(shi)現落(luo)地(di)，自(zi)(zi)(zi)主開發(fa)“小南同(tong)學(xue)(xue)(xue)”智(zhi)能(neng)運(yun)維(wei)(wei)應用(yong)(yong)。一方面(mian)依托企業微信工(gong)(gong)作(zuo)臺作(zuo)為入口，接收用(yong)(yong)戶以(yi)自(zi)(zi)(zi)然語言方式下(xia)達(da)的(de)(de)任務(wu)命令并轉(zhuan)化為數(shu)(shu)(shu)字(zi)(zi)員(yuan)工(gong)(gong)可以(yi)理解(jie)的(de)(de)任務(wu)消息，另一方面(mian)將(jiang)各類運(yun)維(wei)(wei)數(shu)(shu)(shu)字(zi)(zi)員(yuan)工(gong)(gong)封裝成(cheng)標準化服務(wu)以(yi)便調(diao)用(yong)(yong)。各數(shu)(shu)(shu)字(zi)(zi)員(yuan)工(gong)(gong)監聽消息，當(dang)監聽到歸屬(shu)于自(zi)(zi)(zi)身的(de)(de)任務(wu)消息時則自(zi)(zi)(zi)動執(zhi)(zhi)行(xing)(xing)，并將(jiang)執(zhi)(zhi)行(xing)(xing)結果返回“小南同(tong)學(xue)(xue)(xue)”前(qian)端并反(fan)饋用(yong)(yong)戶。“小南同(tong)學(xue)(xue)(xue)”將(jiang)日常運(yun)維(wei)(wei)中(zhong)的(de)(de)重(zhong)復工(gong)(gong)作(zuo)交給數(shu)(shu)(shu)字(zi)(zi)員(yuan)工(gong)(gong)自(zi)(zi)(zi)動解(jie)決，如車險投保(bao)(bao)預確認、重(zhong)新(xin)轉(zhuan)保(bao)(bao)單(dan)、電子(zi)保(bao)(bao)單(dan)重(zhong)發(fa)等，實(shi)(shi)現運(yun)維(wei)(wei)工(gong)(gong)作(zuo)的(de)(de)智(zhi)能(neng)化自(zi)(zi)(zi)執(zhi)(zhi)行(xing)(xing)，并將(jiang)數(shu)(shu)(shu)字(zi)(zi)員(yuan)工(gong)(gong)的(de)(de)調(diao)用(yong)(yong)無縫融入運(yun)維(wei)(wei)工(gong)(gong)作(zuo)場(chang)景，支(zhi)持數(shu)(shu)(shu)字(zi)(zi)員(yuan)工(gong)(gong)的(de)(de)自(zi)(zi)(zi)定義擴展和快速接入，實(shi)(shi)現“數(shu)(shu)(shu)字(zi)(zi)員(yuan)工(gong)(gong)服務(wu)化”模(mo)式。人(ren)保(bao)(bao)財險科技運(yun)營部(bu)(bu)基于湖南分公司創新(xin)探(tan)索(suo)，打造統頒(ban)“人(ren)保(bao)(bao)小智(zhi)”智(zhi)能(neng)運(yun)維(wei)(wei)應用(yong)(yong)并進行(xing)(xing)全國(guo)推廣。

數字(zi)(zi)(zi)員工(gong)具有廣(guang)闊的(de)應(ying)用(yong)(yong)前景。下一步(bu)，人保財險科(ke)技(ji)(ji)運營(ying)部將(jiang)持續(xu)深化數字(zi)(zi)(zi)員工(gong)建設(she)和應(ying)用(yong)(yong)，協同業(ye)務部門及(ji)(ji)分公司(si)進一步(bu)挖掘(jue)、擴大應(ying)用(yong)(yong)場景，優化、完善數字(zi)(zi)(zi)員工(gong)運營(ying)管理平(ping)臺支撐能力，提升數字(zi)(zi)(zi)員工(gong)效能以(yi)及(ji)(ji)運行穩定(ding)性，加強總(zong)分協同、技(ji)(ji)術(shu)培訓和流程推(tui)廣(guang)，深化RPA與AI等技(ji)(ji)術(shu)融合創新，積極與同業(ye)交(jiao)流學習先進經(jing)驗，探索(suo)應(ying)用(yong)(yong)RPM（機器(qi)人流程挖掘(jue)）技(ji)(ji)術(shu)發(fa)掘(jue)更多應(ying)用(yong)(yong)場景，進一步(bu)促進降本(ben)增(zeng)效，助力運營(ying)向自動化和智能化轉(zhuan)型。