Digital technology "epidemic prevention" upgrade financial industry ushered in "zero contact"
Our reporter Zhou Lin
China CITIC Bank regularly disinfects cash. Our reporter Zhou Linshe
"Hello, for epidemic prevention security, please select the contactless payment method and scan the 'QR code' for payment". In a wheat convenience store in Binzhou City, Shandong Province, as prompted by the staff, citizens wearing masks in front of the cashier to purchase goods scanned the code and paid in order.
In order to facilitate people's contactless shopping payment, Hengfeng Bank Binzhou Branch and chain supermarkets cooperated to assist Binzhou Zhongyu Food Co., Ltd. supermarkets to install the "Hengxing Pay" system to ensure payment security during the epidemic.
In the view of Dong Ximiao, a special researcher at the National Finance and Development Laboratory, the sudden epidemic has caused a certain impact on the financial industry that relies on offline services, but this not only accelerates the transformation of traditional finance to digital operations, but also applies new digital technologies to the financial field. Provided an opportunity.
Epidemic prevention and control spawns "zero touch" demand
More Internet access and fewer outings; more "cloud offices" and fewer square dances ... The epidemic has spawned a "zero-touch" production and lifestyle. Small and medium-sized enterprises need to rely on more innovative "air" to resume work and resume production Financial Services.
Everbright Securities analyst Xie Chao said that the non-contact economy and non-contact financial services will help alleviate the impact of the epidemic on consumption. On the one hand, under the new economic pattern, the non-contact economy in which machines replace humans as an important symbol is expected to gradually improve economic rationality. On the other hand, the traditional economy is facing many challenges brought about by the epidemic. For the non-contact economy, it constitutes a certain development opportunity.
The China Banking and Insurance Regulatory Commission has previously issued a document saying that it encourages (financial institutions) to actively use technical means to strengthen online business services nationwide, especially in areas with severe epidemics, to improve service convenience and availability.
In Xie Chao's view, the meaning of the development of "zero contact" in the financial industry has several aspects: First, banks, and other financial institutions provide remote payment and "zero contact" office services such as payment, corporate and credit card face signing; The system accelerates IT transformation and upgrade to solve the problems of efficiency and risk control; third, for financial consumers, they must accelerate to adapt to new changes brought by network payment, AI intelligent risk control and other technologies.
Traditional IT systems plug in new technology "wings"
New demands and changes brought about by "no contact" force traditional financial institutions to accelerate transformation and upgrading with new digital technologies.
As early as 2017, Huaxia Bank started to implement a fintech strategy. From the perspective of customers, they reversely evaluate the entire business process, reshape the system and business structure, strengthen the construction of intelligent basic platforms, enrich online mobile product service solutions such as corporate mobile banking and personal mobile banking, and build a scenario-based integrated external and integrated service platform. Speed up data governance and analysis applications.
The upgrade is not only reflected in the hardware. The outbreak of the epidemic has caused the bank's business consulting volume to continue to surge. How to ensure the agent connection rate? The relevant person in charge of the Bank of Communications Financial Service Center introduced that through the technology empowerment, Bank of Communications has launched 95559 customer service home agents to meet customer needs. At present, all online customer consultations of Bank of Communications are answered by intelligent robots, with a satisfaction rate of 98.68%.
The People's Bank of China recently issued a document proposing that during the epidemic prevention and control period, the bank can explore the comprehensive use of safe and effective methods such as remote video, face recognition, and electronic licenses through electronic The channel handles account opening and modification of accounts for the unit.
At present, most commercial banks are accelerating the upgrade of IT systems, innovating remote services for individuals or public users, enhancing zero-touch payment and smart customer service applications; using high and new technologies to shorten the approval process and crack the problem of slow financing for SMEs.
"In the future, the customer's demand for" contactless financial services "will become the norm." Guo Tianyong, a professor at the School of Finance at the Central University of Finance and Economics, believes that the relevant measures of the regulatory authorities are obviously effective in supporting the rapid recovery of enterprises and the combination of the particularity of the epidemic. Response, and from the perspective of developing online corporate financial services, the epidemic can also be appropriately continued after the end.
New digital technology is the key to transformation
"If business ideas and technical ideas can be unified, product innovation efficiency can be doubled." Xie Jinsheng, vice president of Jingdong Digital Technology Group and head of the financial technology department, believes that digital transformation of financial institutions faces the integration of IT architecture, products and operations, and scenarios Among other challenges, digital technology is expected to bring financial institutions an unprecedented "technology + business" one-stop service.
At present, China UnionPay has fully supported the “contactless” online tax processing, and UnionPay users in Zhejiang can also enjoy more convenient services on the Yunfun app: the Yunfun app and the “Zheli Office” government service platform have been realized After docking, users can complete 187 non-tax fee payment services including tax payment and tuition payment online after completing the information registration, covering the main aspects of user service and daily life payment in Zhejiang area.
In response to the actual needs of financial institutions to resume work under the epidemic, JD.com also launched a series of product recovery packages: the epidemic AI assistant can be embedded in the institution ’s APP or WeChat official account to update the frontier information of the epidemic in time; the intelligent customer service robot can update the epidemic-related corpus , To replace 70% to 80% of manual wiring and outbound work; various marketing tools and system open practice courses can help organizations improve their digital operation capabilities ...
Industry insiders said that in the long run, the new digital technology forces are expected to provide financial institutions with a "technology + business" one-stop financial digital solution, which can help financial institutions build a private cloud with flexible supply, flexible scheduling, and dynamic measurement to help finance Institutions can build technology, data, and business platforms, improve the digitalization and intelligence of products and services, and promote digital transformation.