Recently, Lexin released its 2023 Consumer Rights Protection Report. The report shows that in the past year, Lexin has established a Consumer Rights Protection Committee and upgraded its "5S protection system", and consumer protection work is moving towards more refined and more efficient direction.
In terms of institutional construction, the newly established Consumer Protection Committee will coordinate and deploy the overall work of consumer protection; Initiate specialized training and assessment on consumer protection for all employees, and incorporate the results of consumer protection assessment into the comprehensive performance evaluation system, to strengthen the awareness of consumer protection for all employees at the institutional level and improve the long-term mechanism of consumer protection.
According to disclosure, in May 2023, Lexin officially established a Consumer Rights Protection Committee based on the previous Consumer Protection Compliance Working Group, with CEO Xiao Wenjie serving as the chairman of the committee. The Consumer Protection Committee strengthens the strategic position of consumer protection in the company from a global perspective, and promotes the active and orderly implementation of consumer rights protection work.
In 2023, based on the characteristics of its own digital financial platform, Lexin built and improved the "Lexin Information Security Control System", and constructed a protection and governance system covering the entire lifecycle of data, consisting of a "trilogy" of organizational management, compliance governance, and technical protection.
In terms of intelligent anti fraud, in 2023, Lexin provided users with over 75.5 million anti fraud security reminders, and the automation rate of platform network fraud interception continued to improve. Users who were deceived showed a downward trend, and as of the end of 2023, Lexin's cumulative amount of avoided user losses exceeded 580 million yuan.
In terms of customer service, Lexin actively utilizes new technologies such as AI and big models to iteratively upgrade the "Smart Bird" intelligent customer service system, strengthen technical capabilities such as intelligent prediction, intelligent response, intelligent warning, and intelligent routing, improve customer service efficiency, and enhance user experience. In 2023, user satisfaction with customer service evaluations of Lexin reached 99.61%.
In terms of combating financial black ash production, in 2023, Lexin, together with various forces, successfully cracked down on more than 100 black ash production cases, including 19 cases involving debt and black ash production, and imposed criminal or administrative penalties on 21 illegal suspect.