The metacosm and the bank "chemical reaction" continue, and the Bank of Beijing upgraded to set up a remote banking center

Bank of Beijing Remote Banking Center was established at the press conference. Courtesy of the organizer

Beijing News Shell Financial News (reporter Cheng Weimiao) from intelligent voice navigation to intelligent text customer service, etc., in recent years, the banking industry digital products continue to push new, in 2021 the concept of the meta-universe burst into flames, banks and them also collided with some "chemical reactions". On January 12, Bank of Beijing held a press conference to announce the upgrading of the remote banking center on the basis of the original 95526 customer service center, and the service form was further expanded from voice and text to video, officially entering the era of all-media remote service.

The establishment of remote banking requires a certain foundation. For example, bank of Beijing, which has upgraded and set up a remote banking center, has formed a "robot army" that integrates intelligent outbound calls, intelligent text customer service, and intelligent voice navigation. Among them, the work efficiency of intelligent outbound calls is nearly 3 times that of manual outbound calls, and the customer acceptance is dozens of times that of traditional reach methods; the problem resolution rate of intelligent text customer service exceeds 97%, which can cover 15 business modules, supporting 97% of customer questions from the three major electronic channels of WeChat WeChat Bank, Mobile Banking App and Online Banking; Intelligent Voice Navigation saves nearly 40 seconds of talk time for customers per call on average.

The outbreak of the epidemic in 2020 has accelerated the shift of user demand to online, and remote banking products and services have also been extended from traditional financial services such as account opening and wealth management to non-financial services such as living expenses and entertainment consumption. "Remote banking represents a new form of transformation in which fintech empowers traditional customer service centers." Gao Feng, chief information officer of the China Banking Association, said at the press conference.

He also mentioned the metaverse that will emerge in 2021. "In the meta-universe era, the way banks interact with customers will change greatly, and virtual digital people and virtual business halls will become key factors in the competition of various banks." Gao Feng said.

Virtual digital people and virtual business halls are also the core components of remote banking. It is understood that the service form of the remote banking center of Bank of Beijing has been further expanded from voice and text to video, and more customers will feel the experience of switching from face-to-face service to air screen-to-screen service in the future.

At present, bank of Beijing video customer service has two core capabilities: first, the service information interaction visualization ability, to help customers and customer service personnel information interaction more efficient and accurate, for the next step of innovation and launch of ageing services, companion service is of great significance; second, remote identity recognition capabilities, to help banks technically break through the customer counter can only identify the service limitations, the future in the risk prevention and control, business handling and other fields of application has great potential. The bank said that in the future, it will shift from the traditional passive waiting service to the active accompaniment service, and provide customers with the required services more comprehensively and accurately.

Beijing News shell financial reporter Cheng Weimiao Editor Xu Chao Proofreader Yang Xuli