China News Service, March 30. According to the website of the China Banking and Insurance Regulatory Commission, the China Banking and Insurance Regulatory Commission recently issued the "Notice on Effectively Solving the Difficulties of the Elderly in Using Intelligent Technology by Banking and Insurance Institutions" (hereinafter referred to as the "Notice").
Among them, it is clear that respect for the habits of the elderly.
Commercial banks must keep the paper passbooks and deposit receipts that are still in use and other service methods familiar to the elderly, and must not force the elderly to use bank cards, or force the elderly to conduct business through self-service smart devices, and must not replace the elderly in violation of regulations. Set assessment indicators such as diversion rate for elderly people using counter manual services.
"Notice" pointed out that the maintenance and improvement of manual services.
All bancassurance institutions shall rationally allocate service personnel to provide guidance for the elderly in handling business.
Conditional business outlets must open green channels or dedicated service windows.
Improve the self-service equipment and customer service hotline to accurately identify the age and needs of customers. By setting up exclusive customer service seats for the elderly, providing one-key transfer, calling manual or exclusive menus for the elderly, etc., provide timely assistance to the elderly who encounter difficulties.
The "Notice" requires the creation of a mobile banking app suitable for the elderly.
Commercial banks should develop mobile banking APP services such as large characters, voice, and ethnic languages, highlighting the functions commonly used by the elderly such as inquiry, transfer, and payment, so as to realize easy-to-read key information, easy-to-find main functions, and easy-to-understand operation steps.
Explore the development of the "one-click help" function, and quickly intervene to provide guidance and help for the elderly who encounter problems during the operation, and solve the problems in time.
The "Notice" mentioned that the implementation of financial Internet websites and mobile Internet applications is suitable for aging reforms.
All banking and insurance institutions should improve Internet websites and mobile Internet applications, and further optimize functions such as interface interaction, content reading, operation prompts, and voice assistance to facilitate the elderly to obtain information and services.
The "care mode" and "elder mode" can be developed and applied according to the usage habits of the elderly. The content of the page should be clear, concise, and focused.
The "Notice" is clear and enriches the forms of education.
Banking and insurance institutions can actively cooperate with senior universities (schools), elderly service institutions, and community education institutions to develop training courses, and carry out experiential learning, trial applications, experience exchanges, and mutual assistance through entering communities, rural areas, families, and elderly care institutions. Support, etc., to help the elderly understand new things, experience new technologies, and integrate into a smart society.
The "Notice" stated that all bancassurance institutions should attach great importance to solving the difficulties of the elderly in using intelligent technology. The bancassurance institutions directly supervised by the China Banking and Insurance Regulatory Commission shall regularly summarize relevant work development, highlights of work results, existing difficulties and problems, etc., and report the relevant information to the Consumer Insurance Bureau of the China Banking and Insurance Regulatory Commission within 15 days after the end of every six months in 2021 and 2022 .