According to the report, upgrading customer service center to remote banking is to use financial technology to serve customers, realize the transformation from "cost center" to "value center", and is another development step of banking customer service center under the financial technology enabling.
The report also shows that in 2019, there will be 53200 employees in customer service centers and remote banking. The rate of manual telephone connection between customer service center and remote bank reached 94.00%, which was higher than 90% for seven consecutive years; the customer satisfaction of self-service voice reached 98.75%, higher than 98% for six consecutive years; and the rate of Omni channel self-service diversion reached 69.18%.
In addition, in 2019, customer service centers and remote banking intelligent services accounted for 33.38%; 44% of customer service centers and remote banks applied intelligent voice navigation to simplify customer operation and improve service efficiency; the text diversion rate of intelligent robots in wechat, online, app and other channels reached 78.41%.
According to the report, in 2019, customer service centers and remote banks will continue to improve their service capabilities of convenience, integration, intelligence and precision relying on financial technology. For example, in 2019, the comprehensive utilization rate of intelligent technology of customer service center and remote banking will reach 71%. Voice robot, text robot, face recognition, voiceprint recognition, intelligent quality inspection and other new forms of digital service based on AI technology can effectively promote the intelligent development of customer service.
