In the online lending business, live agents on the frontline represent the heartbeat of collections organizations. The productivity of the people who connect with consumers on a daily basis has a direct correlation with revenue. Thus, operation management with a set of strategies is deployed to increase efficiency and performance. This could include anything from improving agent training to creating a strong culture to increase agent retention.
Ying Liu focuses specifically on the pain points of the AI product. A tool engine by a refined model with an area under the curve (AUC) of 0.83 is provided by data scientists, but the assistants in the collections team were always complaining when they found that their experience didn’t match with the AI standards. A few improvements have been iterated on the AI tool to truly popularize the product, including the combination of human and AI standards, thoughtful design of the auto caller, and content recommendation. It has been proven that the performance is highly improved. More importantly, Ying emphasizes is that the performance of the model itself is not everything and data scientists are supposed to catch the pain points of users in the frontline. We need to make a real difference with AI, and we have the responsibility to create an AI friendly environment for people.
像所有其他从事数据科学的同行一样，渴望看见AI技术在更多领域落地，产生影响力。也想鼓励更多女性同行加入到这项激动人心的事业中来。在设计AI产品时，像”Design of Everyday Things”书中讲到的，在追求理性效率同时，倡导更多人文关怀，人性化地去解决问题，共同提高AI落地的方法论，造福人类未来生活。
Ying (Claire) Liu is a senior risk management manager at Abakus and cofounder of Abakus Kids (a new edTech brand founded in 2018). As a research student, she published two SCI papers and attended several international conferences in radar signal processing in 2012–2014. Previously in China, she taught L5–U6 kids IGCSE/ALEVEL math classes and held a web development club at Malvern College Qingdao. She was a data scientist in Abakus Group (Wecash China) from feature engineering to model deploy, witnessing AI technology accelerate online lending in China. So far, she assumed herself both a data officer and product manager, dived into the architecture of the data management platform, shared the knowledge of data in the company, and spared no effort to help people do better on creating business value, collaborating closely with product, operation, finance and collection teams with data. Her second career is as a cofounder of education technology at Abakus Kids. She received her bachelor’s of engineering in radio physics (radio wave propagation and antenna) at Wuhan University in 2007 and a master’s of engineering in electrical and computer engineering at Memorial University of Newfoundland in Canada in 2014. She can be found on LinkedIn.
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