Shulou(Shulou.com)06/01 Report--

Reveal: how does Yixin Technology Center support the largest telecommuting in the history of the company? in the first part, we introduced the solution of supporting the largest telecommuting in history: remote access to data centers and business systems through SSLVPN, while assisting office collaboration systems, conference systems and other information transmission to ensure adequate network bandwidth to ensure normal data transmission. It also introduces our deployment in IT operation and maintenance.

Customer service is not only an important part of financial business, but also a labor-intensive business. How to ensure business and data security, do not affect the normal operation of the company, and achieve secure and smooth telecommuting has become a more prominent challenge. Today we share the detailed deployment of Yixin Technology Center in ensuring the telecommuting of the call center and the key measures in telecommuting security of the Center.

1. AI robot is fully online.

Customer service is not only an important part of financial business, but also labor-intensive business, how to ensure business and data security, does not affect the normal operation of the company, has become a more prominent challenge. In order to meet the challenges, the science and technology center team worked together to make full use of AI, cloud computing, big data and other scientific and technological means to break through.

Trustworthy technical team quickly responded to the adjustment, urgently coordinated and deployed the AI robot to replace manpower, and carried out intelligent business operation reminders to all customers throughout the platform every day.

AI robot is a dialogue management system constructed by NLP language, and the standard service robot communicates with customers intelligently. This intelligent service system not only provides 7x24 hourly online service, but also combines big data graph technology to build more than 68 financial business scenarios, which are applied to the automated customer service process of all businesses within the company. Compared with the effect of manual service, the connection rate and connection rate have been greatly improved. At the same time, the standard business service through robot telephony greatly reduces the risk of manual operation and compliance, and makes the AI robot service more warm.

The emergency deployment of the system is not enough. In response to the epidemic, the technical team added two more emergency measures:

In view of the customers who are unable to carry out normal business operations due to restrictions during the epidemic, the "epidemic special topic" scenario is urgently added to guide customers to complete relevant business operations quickly, so as to maximize the stability of the overall business indicators. In order to ensure the quality of service, for customers with abnormal dialogue, the system will guide to manual customer service to help solve the problem, AI robot + a small amount of manual assistance, business partners real-time online watch the outbound call of AI robot.

These two emergency measures relieve the consultation pressure of customer service personnel to a great extent. In the following section, we will share how the Science and Technology Center ensures the stable provision of human customer service under telecommuting conditions.

II. Deployment of public network call centers

For most of Citic's partners, accessing the data center through VPN to ensure network security can basically solve the pain point of telecommuting, but it is far from enough for the call center team of financial institutions.

At present, the call center is deployed locally, and the system performance expansion is closely related to hardware equipment. Immediate deployment of remote agents requires temporary procurement of equipment, from purchase orders, freight logistics, implementation deployment to project delivery. The construction cost is high, the implementation cycle is long, and there is no possibility of operation in emergency. If the agents of the call center want to log in remotely, they must access the company's local network and rely heavily on the bandwidth and quality of the company's local network, so it is difficult to expand emergency capacity and set up security strategies in a short time, and the quality is difficult to guarantee. And it is easy to cause security risks. In addition, in such a sudden state, the call center traffic may increase suddenly. Local deployment of the call center, relay resources are limited, can not cope with changes in traffic.

Customer service and after-sales system serve as an important link between financial institutions and investors. In order to support customer service personnel to conduct business normally during the epidemic, during the Spring Festival, the technical team spent one day working with the network, computer room, security and other teams to formulate plans to establish a call center based on the public network. Through the assistance of the security team to effectively achieve network security, resist external hacker attacks, and effectively shield the customer information that employees can access, prevent the leakage of user information, and ensure information security.

During this period, the technical team quickly deployed and carried out work: relocation of the computer room, equipment on the shelf, debugging, writing Qaccouna documents, training for partners using the system and coordinating the organization of operation and maintenance support and other related content. The construction of the call center system based on public network access is completed within 24 hours, so that all services that need to communicate through softphones can work at home through the public network.

At the data level, access is realized through VPN. Through the data calculation and analysis of the online number of peak and ordinary values, design and deployment of access capacity. In such an emergency, the engineer on duty supports the access and installation services of all call center business personnel systems. The technical colleagues of the call center system have been fully supporting the business development of business personnel. at present, the system runs smoothly, ensuring that business services such as letter audit, CSC, RSC, anti-fraud and so on remain online.

III. Key measures in security

Telecommuting is not unfamiliar to IT Internet enterprises, but the sudden outbreak of the epidemic and the direct and large-scale use of telecommuting applications are bound to bring a series of security problems, especially a large number of private data security problems, because of this epidemic, a large number of internal personnel need to access any account documents or data that can support normal work from outside the enterprise security boundary. If the relevant network security measures and rules are not adjusted accordingly, there will be huge security risks. On the other hand, the challenge comes from the security threat brought by the change of office mode, which requires not only to meet the needs of short-term convenience of telecommuting, but also not to lose security excessively. Since "people" is the most uncontrolled factor in the telecommuting environment, the promotion of security awareness is particularly important to enable employees to have the awareness of protecting the company's data assets and the ability to identify security threats and judge high-risk behavior. For example, identify phishing email (camouflage hot spot information email attack to add keywords such as "Wuhan" and "Ministry of Health" to the mail filter blacklist), website and WIFI, prevent surveillance, prohibit random copy and storage of company data, and so on.

For the use of VPN: on the one hand, it solves the problem of identity authentication to ensure the legitimacy of access users, encrypts the transmission channel, and ensures that the data in transmission can not be eavesdropped. No matter what kind of WiFi,VPN you are connected to, you can improve the security of data communication through secure connections. Protect remote team data, information, and passwords from malicious (intermediate) attackers lurking in the public WiFi network. On the other hand: through the security big data platform, we have done personnel statistics, access resource statistics visualization, including some abnormal behavior statistical analysis and alarm. For example, multiple failed login attempts may mean violently cracking the user's password, and an account associated with an IP in different regions on the same day may mean that the account has been embezzled. At the same time, before officially starting telecommuting, we scanned the security of key network devices such as VPN, including the administrator page and whether there are high-risk vulnerabilities in the system version.

Antivirus emergency response + requires antivirus software to be installed during telecommuting: we anticipate in advance that a large number of non-corporate computers will be connected on the first day of telecommuting, and the virus threat will increase. Through the monitoring alarm, determine that it is a worm attack initiated by a computer virus, immediately take action, close the account and inform the staff to install anti-virus software on the personal computer, and then use VPN after killing virus.

Telecommuting down these days, the overall is still relatively smooth, inseparable from the previous preparation and everyone's mutual cooperation, of course, there are many areas that need to be improved. The biggest gain should be to change some of the previous conceptual limitations, for example, if you maintain this "zero trust" remote network environment for a long time, how to design a secure architecture is worthy of further consideration. To borrow the words of a technical colleague in the mail group who worked together: "usually you have enough technical reserves, so you can't panic when you fight an uphill battle."

IV. Summary & the Future

Conclusion: according to the current feedback, the Science and Technology Center has achieved phased success in providing telecommuting support for Yixin's staff, which is inseparable from the leaders' decision-making on emergencies and the close cooperation of various technical teams. the tacit understanding formed by Credit's partners for a long time, as well as the accumulation of deployment at the management level of the company. We also have deeper thoughts about the future.

The sudden epidemic has had a great impact on some industries, so that they have to press the pause button. In these industries, there is no lack of small and medium-sized enterprises. As a member of the social economy, small and medium-sized enterprises usually have weak anti-risk ability. At the same time of the rapid development of many enterprises, in order to save costs and reduce the cost of basic operation and maintenance personnel, the chains are too tight, and once there are special circumstances, they do not know how to deal with them. I hope that this exploration can provide some technical reference for small and medium-sized enterprises.

Under the Internet environment, the reform of enterprise management has become a new research focus. With the increase of Internet enterprises, telecommuting as a new office mode began to enter the field of vision of researchers. The new generation information technology provides a good environment for the development of telecommuting. Telecommuting, as an office mode adapted to the Internet era, provides a new idea for enterprise reform in the new environment.

It is hoped that the technical exploration of Yixin Science and Technology Center in this telecommuting can be used as a part of the reference sample of enterprise management research. It is also hoped that Internet technology in the new environment can be integrated with enterprise management methods, open up new horizons of telecommuting management and emergency management, and finally improve telecommuting efficiency and the ability of small and medium-sized enterprises to resist risks. It is believed that in the Internet era, telecommuting and enterprise management have the blessing of new information technology, which will coruscate new vitality in the future.

Write at the end

Before writing this article, I interviewed a lot of partners in the science and technology center. I wrote this article today because I heard a lot of things that moved me. This very large-scale technical support, there are too many things, there are too many trustworthy silent contributions, our overall leaders, IT operation and maintenance brothers who deploy the network overnight, programmers who are busy writing code. And the cyber knights who have been guarding our security, and. They all did a lot of things to achieve the largest telecommuting success in history. Here I would like to say that when we go to face these unexpected situations, please remember some people and remember some things, which will certainly become a stronger belief for us to go in the future.

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