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Intelligent Services of ICBC Outlets Improve Across the Board
 

In response to customers’ demands for intelligent and convenient financial services, ICBC has spared no effort in promoting intelligent service mode of “human+machine intelligence” across the bank in recent years, for the purposes of continuously improving customers’ experiences. Data showed ICBC has nearly 15,000 intelligent outlets with intelligent services enhanced in all respects. In 2017, ICBC intelligent equipment has served 450 million people in total, signaling its increasing popularity among customers.

An ICBC official introduced that, as a new trend of modern financial services, intelligent service is also the focus of ICBC’s smart bank strategy. In 2013, ICBC took the lead in launching the first intelligent outlet among its peers. Since then, ICBC has actively employed a host of technologies such as artificial intelligence, biological identification and big data analysis to roll out more intelligent outlet services, facilitating customers in a more efficient manner in transfer and remittance, inclusive finance, daily activities, services for small and micro enterprises, wealth management and investment, and other financial and life services. Up to now, customers may have access to more than 200 financial and life services, including customer service, wealth management and transfer through the intelligent equipment in a self-service manner. On average, the handling time is approximately 70% less than counter-based services.

In 2017, ICBC has launched a whole raft of new intelligent equipment and people-friendly functions, including portable VTM, bankbook ATM and account opening for corporate customers, which have further improved customer experiences and inclusive finance services. At present, individual customers only need 3 or 4 minutes to get a bank card. To open bank accounts, corporate customers may only need to go to the outlets once. With an average handling time of less than 30 minutes, the new equipment and functions save customers the trouble of going back and forth, which greatly improves business efficiency.

Meanwhile, ICBC has strengthened its efforts to promote more socialized, digitalized and systemized customer services through application of fintech, and further integrated online and offline service scenarios. For example, ICBC has provided customers with value-added services, such as LBS positioning and WIFI in outlets by cooperating with qualified internet platforms. According to statistics, 2017 saw the mini program, i.e. “ICBC Service” in WeChat report more than 10 million page visits, LBS positioning post 106 million visits and WIFI in outlets serve more than 200 million customers in total.


(2018-02-22)
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