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Source: Huanqiu.com

[Global Network Financial Comprehensive Report] On July 22, the China Banking Association released online the "China Banking Customer Service Center and Remote Banking Development Report (2023)" (hereinafter referred to as the "Report"). In 2023, customer service centers and remote banking will accelerate the application of big data and artificial intelligence technologies, and actively implement new generation artificial intelligence technologies such as big models.

The report states that 2023 will be the first year for the implementation of big model technology in the financial industry. According to incomplete statistics, 29% of customer service centers and remote banks have begun to explore the application of big model technology, mainly in the fields of knowledge operation, content summary, and intelligent work orders.

In terms of data processing, according to incomplete statistics in the "Report", 60% of customer service centers and remote banks have established and applied data dashboards, 45% have applied unstructured data for big data analysis, and 8% have applied vector databases for scenarios such as corpus analysis and mining, knowledge base search, and real-time assistance for agents.

In 2023, customer service centers and remote banks will strengthen their service foundation and improve customer experience. According to the report, by the end of 2023, there were 41,700 customer service employees in banking and financial institutions, a decrease of 4.79% from the previous year; 723 million calls were handled manually throughout the year, an increase of 4.6% from the previous year; the average call connection rate of customer service centers and remote banks reached 92.88%; customer satisfaction with manual calls reached 99.46%, which has been above 99% for four consecutive years.

At the same time, the report pointed out that in 2023, among the customer service centers and remote banks participating in the survey, 94% provided APP services, 86% provided WeChat services, 85% provided online services, 65% provided SMS services, 57% provided video services, 43% provided email services, and 19% provided Weibo services. The number of customer service centers and remote banks that have opened video services has increased rapidly in the past three years.

In terms of pension finance and inclusive finance, in 2023, the customer service centers and remote banks participating in the survey have provided elderly-friendly and elderly-supportive services. 72% of customer service centers and remote banks have the function of automatic identification of elderly customers, 60% of telephone banks have the option of direct manual service for elderly customers, and 36% of telephone banks have formulated a strategy of giving priority to elderly customers for manual service.

The report also revealed that customer service centers and remote banks have adapted to the development trend, actively integrated into the development trend of the entire industry, and transformed into comprehensive and value-added customer service centers. By the end of 2023, 31 bank customer service centers had been renamed as remote banking centers, accounting for 40%, an increase of 10 percentage points year-on-year.