Small dot layout big technology: how the wisdom "cabinet" is made

Editor's note: "When you walk into the banking hall, the account manager has already waited for you with the mobile pad. He is not only well aware of your financial services appeal, but also provides a variety of asset allocation and investment solutions for your reference."

This is the future banking service scenario that Accenture, the world-renowned management consulting firm, imagined in Banking 2016. Today, this vision has become a reality in China's bank intelligence outlets.

It can be seen that in addition to transforming and upgrading the traditional physical network of banks in a narrow sense, the construction of smart banks has been carried out in a wider scope. A technology-based approach is used as a means to systematically develop wisdom and innovation for banks. Starting from the transformation of ideas, strategies and processes, through the use of intelligent technology and equipment, the traditional business model, management system, business system and brand culture of the bank will be rebuilt and reshaped, and thus become the main transformation and upgrading of the bank. Direction and force point.

It is worth noting that on the road of differentiated competition, private banks with artificial intelligence and financial technology and Internet genes are more prominent. These new banks have adopted the big data analysis for risk control, overcoming the shortcomings of a considerable number of traditional commercial banks, and greatly improving customer coverage and business reach.

More and more facts show that under the macroeconomic situation of economic transformation and upgrading and innovation-driven, through the in-depth application of smart technology and Internet financial innovation to complement the shortcomings of traditional financial services, financial service thresholds and service costs will continue to decrease, and financial Institutional services such as small micro, "three rural" and other inclusive financial entities are rapidly improving efficiency.

Recently, the reporter learned from Guangfa Bank that since its opening in June this year, the bank’s first smart network has achieved continuous net growth in AUM (asset management scale) and VIP effective customers for three consecutive months, with monthly average card opening growth. 1 times, the number of reception customers has increased significantly, showing the “technical efficiency” played by smart outlets.

With the rapid development of financial technology and mobile payment, traditional physical outlets of commercial banks face many challenges in responding to customer demands and improving the efficiency of outlets. There has been a heated discussion about whether physical outlets exist or not. The bank opened the way to explore the transformation of outlets, and smart outlets came into being.

It is worth noting that at present, some small and medium-sized banks equate the construction of smart outlets with the mass deployment of intelligent machines, and the situation of “one thousand lines” has begun to appear. Experts stressed that the wisdom of smart outlets is that the core of the wisdom is to integrate human service innovation and technological innovation, so as to bring customers a different service experience.

Guangzhou Super 80% of respondents are willing to accept smart network services

When all banks are in full swing to carry out the intelligent transformation of outlets, an important question to be considered is whether the bank's customers are willing to accept the "new wave" service methods such as smart outlets.

Recently, Information Times disclosed the industry's first “2017” Smart Bank “Community Polls Report” at its “2017 First Financial Technology Summit Forum”, which comprehensively reflected the use and acceptance of intelligent banking outlets by Guangzhou citizens. degree.

The report shows that although nearly half of the people surveyed in Guangzhou have not heard of smart banks, more than 80% of the respondents said they "willing to understand and try to use" smart banking services. In addition, a satisfaction survey of citizens who have already experienced smart banking services shows that 9.3% of the citizens are very satisfied with the experience of using smart banking, and 77.4% of respondents are satisfied with the smart banking they often use, 13.3% Respondents think it is average. Most of the respondents believe that the biggest advantage of smart banking is "saving time and easy to use."

Specific to different types of banks, the report shows that the most frequently used smart banking outlets in Guangzhou are still dominated by four major behaviors. In terms of satisfaction with the use of citizens, apart from the top four banks, Guangfa Bank and China Merchants Bank Bank 600036, shares are also recognized by the public. Among the user groups in each line, China Merchants Bank users believe that the proportion of people who use “very satisfied” is the highest, reaching 20%.

From the common equipment of smart banking services, the top three banking intelligent service devices with the highest frequency of use are self-service terminal equipment, VTM, and reservation service through online banking or mobile banking, WeChat applet. In addition, the most frequently used intelligent banking services are services such as transfer, balance inquiry, and detailed account inquiry printing.

"Integrated store staff" to create a "one-stop" service experience

Recently, when visiting the bank outlets, the reporter found that a new trend of bank outlet services is that many banks use “excellent service awareness and skilled operation of intelligent equipment” as important indicators when recruiting lobby guides. The main job content is to guide and assist customers to use the network of smart tools.

It is worth mentioning that the “integrated store staff” model proposed by Guangfa Bank is committed to providing customers with all-round, “one-stop” services such as business diversion, intelligent machine operation guidance, business processing, and consulting marketing. In this mode, customers no longer need to queue the number, frequently circulate to the various positions of the outlets to handle the business, but through the "integrated clerk" to connect the high and low cabinets and the intelligent machine in an effective way, so that the traditional fixed-point service can be transformed into a personal one. "One-stop" butler service for liquidity.

According to Guangfa Bank, the essence of the new service model is to transform passive, waiting-to-customer services into active demand-satisfying services. The reincarnation of the service model has benefited from breaking the boundaries of the line, combining skills and positions in a single skill-based position, forming an “integrated clerk” that integrates services and services; and also benefits from the interconnection of terminals, systems and technical means. Interoperability and integration of innovation.

The reporter learned that in order to enable outlets to provide customers with smooth and convenient financial services, after nearly two years of practice and exploration, Guangfa Bank successfully realized information push and interconnection between networked smart machines, counter systems and mobile terminals. It has laid a solid foundation for building a smooth and convenient service system.

Specifically, the bank's integration of high-tech technologies such as the integration of "Chi-hui" counter hardware devices and advanced human-computer interaction, biometrics and electronic acquisition enables customers to handle most of the high-frequency non-machines on the implements. Cash business. Cooperating with the "professional audit - front-end marketing service" business processing new model, greatly enhanced the consistency of business handling and interaction with customer service, eliminating the sense of distance between customers through the glass window business.

In addition, the interconnection and data docking between the intelligent printing terminal and other machines and systems provide customers with “one-stop” business services such as self-service inquiry, printing, stamping and receiving, which effectively saves customers waiting time and saves money. Valuable business resources have enhanced the customer's consumption experience.

Small and medium-sized bank smart outlets should highlight the characteristics

In the interview, the reporter found that under the impetus of the financial technology wave, many small and medium-sized banks have joined the ranks of smart network construction. However, it is worth noting that small and medium-sized banks in the construction of smart outlets are more focused on imitating the external business model of large banks, investing a lot of money to purchase advanced equipment, but the utilization rate and return rate of smart machines are not satisfactory.

Some experts believe that for small and medium-sized banks, the construction of smart outlets must highlight local characteristics, focus on local customer needs, focus on channel integration, aim to improve the efficiency of outlets, highlight their own characteristics, and avoid being intelligent. Intelligent, blindly follow the trend.

It is reported that Tangshan Bank's smart network construction has achieved significant results thanks to its differentiated positioning. According to the relevant person in charge of the bank, Tangshan Bank has injected innovative elements and new ideas into the construction of outlets based on functional positioning and regional characteristics, and implemented hierarchical classification and differentiated operations for outlets. As of the end of 2016, in terms of product sales, the bank's products sold through intelligent and electronic terminals accounted for 60% of the total, nearly 20% higher than traditional counter channels, deposits and withdrawals, exchange transfers, and account opening. More than 80% of the business can be operated through self-service smart machines, and the replacement rate of human-machines is over 90%.

In addition, smart outlets ensure that security is an important aspect that cannot be ignored while improving the efficiency of financial services. According to the relevant person in charge of Guangfa Bank, the bank successfully realized the connection between face recognition technology and mobile handheld Pad, which not only can directly capture the store customer information through technology to complete real-time push, realize accurate marketing to customers, but also use Pad fingerprint. Identification, electronic signature technology, multi-method multi-dimensional verification of customer identity, effectively protect the security of customer account funds.

Industrial Bank 601166, the counter smart counter has the account control function, specifically for telecommunications network fraud to prevent, can automatically identify the account involved (covering the public security organs to determine the rental, sale, purchase bank account or impersonation of other people's identity, or fictitious agency relationship, etc. ) Open an account and stop trading all accounts under the name on the smart counter. The new remote authorization function of Smart Counter Version 4.0 also adds a “firewall” for machine operation, which is suitable for high-risk operations such as resetting passwords and replacing mobile phone numbers.

(Editor: HN666)

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