摘要
商业银行基层网点的智能化转型是新时代银行业高质量发展的重要抓手。人工智能作为引领金融科技发展的战略性前沿技术,快速渗透进银行业,特别是在基层银行网点的“落地”,催生了一大批“智能网点1.0”。然而,网点转型在实施过程中也存在服务质效不高、基础设施不配套、无法真正契合客户需求等现实困境。为突破转型困境,提出“客户、员工、业务”三位一体的智能网点2.0建设路径,以客户为中心进行人机资源配置,提升服务质效和客户体验;应用人工智能赋能网点人力资源升级,适应转型需要;通过大数据、机器学习、知识图谱和智能客服,开发定制化业务,满足客户个性化需求,最终实现数字普惠金融目标。
The intelligent transformation of commercial banks’ branches is an important starting point for high-quality development of the banking industry in the new era.As a strategic cutting-edge technology that leads the development of FinTech,artificial intelligence has rapidly penetrated into the banking industry,especially in the “landing” of basic bank branches,and it created a large number of “Intelligent Bank Branches 1.0”.However,there are many difficulties in the implementation of intelligent bank branches,such as low service quality,inadequate infrastructure,and unable to satisfy their customers.To make a breakthrough of intelligent bank branch construction,an “Intelligent Bank Branches 2.0” construction path centered on customers,employees and business has been proposed.Based on the conception,this paper put forward suggestions:allocation human-machine resources with customer-centric to improve service quality and customer experience;apply artificial intelligence to upgrade the quality of human resources of branches to meet transformation needs;develop customized services through big data,machine learning,knowledge graph and intelligent customer service to meet the individual needs of customers,and ultimately achieve the goal of digital inclusive finance.
作者
申睿
周雷
陶现
朱鋆
SHEN Rui;ZHOU Lei;TAO Xian;ZHU Jun(Zhejiang Financial College,Hangzhou,Zhejiang 310018,China;Suzhou Vocational University,Suzhou,Jiangsu 215104,China;China Construction Bank Zhejiang Branch,Hangzhou,Zhejiang 310000,China)
出处
《金融教育研究》
2019年第5期27-33,共7页
Research of Finance and Education
基金
教育部人文社会科学研究青年基金项目“新时代大学生互联网金融风险认知、风险偏好与投资行为研究”(19YJCZH272)
教育部职业教育互联网金融专业国家教学资源库(2018-14)
苏州市科协软科学课题研究重点项目“金融科技创新服务苏州实体经济高质量发展研究”(苏科协[2019]75号)
苏州市职业大学重点教改项目“面向国家互联网金融资源库的《网贷与众筹》教材建设和资源开发研究”(SZDJG-19004)
关键词
商业银行
人工智能
普惠金融
智能网点
金融科技
commercial bank
artificial intelligence
inclusive finance
intelligent bank branch
FinTech
