Qifu Technology Releases 2025 Consumer Rights Protection Annual Report

On March 9th, Qifu Technology released its 2025 Consumer Rights Protection Annual Report.

In intelligent consumer protection, making services warmer. Qifu Technology’s upgraded smart customer service system deeply integrates AI technology, achieving significant improvements in core areas such as intent prediction, risk warning, and routing. The system handles an average of 123,500 service interactions daily, with user satisfaction remaining high at 99.1%. Additionally, a traceable end-to-end complaint mechanism and a direct complaint channel have been established, covering over 99% of complaints in a closed loop, ensuring every consumer request is heard, valued, and resolved.

In risk prevention, building three “smart defense lines.” Facing increasingly complex online financial security challenges, Qifu Technology has built an AI-driven intelligent risk protection system covering the entire chain. The intelligent anti-fraud system issued 123,000 AI anti-fraud alerts throughout the year, successfully preventing 14,800 potential scams, directly saving users approximately 130 million yuan. The system for analyzing scam/phishing websites integrates a database of millions of black-market samples, forming a defense loop of “pre-warning—interception during the event—post-event tracing.” It issued over 20.2 million alerts in total. With solid practical results and technological innovation, it was selected as a typical anti-fraud case by the Ministry of Industry and Information Technology for 2025. The intelligent anti-gambling system intercepted over 450,000 gambling-related customers this year, involving assets worth about 6.7 billion yuan, effectively purifying the online financial environment.

In black and gray industry governance, maintaining source control and collaborative enforcement. In 2025, Qifu Technology accurately identified and intervened with over 120,000 black-market users through data modeling, reducing black-market complaints by approximately 54%. It also actively cooperated with police to combat illegal activities, facilitating 12 criminal cases, with 6 already concluded, and arresting 253 members of various black-market gangs. This approach reduces the space for black and gray industries to operate, effectively maintaining a stable and clean financial order.

In social responsibility, providing specialized services to support people’s livelihoods. The company actively responds to social concerns and expands its responsibility scope. In response to the earthquake in Shigatse, Tibet, the company quickly mobilized donations of money and supplies. In Shanghai, it collaborated with the Putuo District Market Supervision Bureau to create a special care channel for users facing difficulties due to non-subjective reasons, providing public welfare support. In terms of livelihood services, the company launched the “Spark Plan” employment support feature, aggregating real-time job postings from over 1.6 million companies nationwide across more than 20 industries, offering efficient employment support for gig economy workers and other groups, extending corporate capabilities into broader livelihood fields. (Economic Daily Reporter Peng Jiang)