在金融科技的推动下，银行服务正逐步从传统的面对面模式向数字化、远程化转型，为客户提供更为便捷、高效的服务体验。中国银行业协会近期发布的《中国银行业客服中心与远程银行发展报告(2023)》揭示了银行远程服务的全面覆盖与创新趋势，标志着银行服务正步入智能化、个性化的新阶段。
#### 广泛覆盖的远程服务
报告数据显示，截至2023年，中国大部分银行已通过客服中心和远程银行提供了多样化的远程服务，包括但不限于：
– **APP服务**：94%的银行提供了手机银行APP服务，用户可通过APP进行账户查询、转账、投资理财等操作，实现金融服务“掌上办”。
– **微信服务**：86%的银行利用微信平台提供服务，用户可通过微信公众号或小程序享受便捷的银行服务，如生活缴费、信用卡还款等。
– **在线服务**：85%的银行设立了在线客服系统，通过网站、APP等渠道提供24小时在线咨询服务，用户可随时获取帮助。
– **短信服务**：65%的银行通过短信平台向客户发送账户变动、还款提醒等信息，确保服务信息直达用户。
– **视频服务**：随着科技的发展，视频服务成为银行服务的新亮点，57%的银行提供了视频客服功能，客户可进行实时咨询、业务办理等。
– **邮件服务**：43%的银行通过电子邮件提供服务，适合对服务细节有较高要求的用户。
– **微博服务**：19%的银行在微博平台提供服务，通过社交媒体与用户互动，提升服务的社交属性和用户参与度。
#### 助老金融服务的创新
在服务创新方面，银行特别关注老年客户的需求，通过技术手段提升助老服务水平。例如，72%的银行客服中心与远程银行具备自动识别老年客户的功能，60%的电话银行设有老年客户直通人工服务选项，36%的电话银行制定了老年客户转人工优先进线策略，旨在为老年用户提供更加贴心、便捷的服务体验。
#### 大模型技术的应用
报告还指出，2023年是大模型技术在金融业落地应用的元年，已有29%的银行客服中心与远程银行开始探索应用大模型技术，主要应用于知识运营、内容总结、智能工单等领域，这标志着银行服务的智能化水平正在不断提升，未来有望为客户提供更加个性化、高效的服务。
### 结语
银行远程服务的广泛覆盖与创新应用，不仅提高了服务效率，也极大地丰富了金融服务的形式和内容，满足了不同用户群体的需求。随着技术的不断进步，银行服务的未来将更加智能化、个性化，为用户提供更加便捷、贴心的金融服务体验。
英语如下：
### Widespread and Innovative Remote Financial Services in Banking
Driven by financial technology, traditional banking services are transitioning towards digital and remote models, offering clients more convenient and efficient service experiences. The China Banking Association’s recent report, “China Banking Customer Service Center and Remote Banking Development Report (2023),” highlights the comprehensive coverage and innovative trends in remote services, marking a new era of smart and personalized banking services.
#### Widespread Coverage of Remote Services
According to the report data, as of 2023, most Chinese banks have provided diverse remote services through customer service centers and remote banking platforms, including:
– **Mobile App Services**: 94% of banks offer mobile banking apps, enabling users to perform account inquiries, transfers, investment, and other operations through the app, achieving “mobile banking” services.
– **WeChat Services**: 86% of banks utilize the WeChat platform to provide services, allowing users to access convenient banking services through WeChat public accounts or mini-programs, such as utility bill payments and credit card repayments.
– **Online Services**: 85% of banks have established online customer service systems, providing 24/7 online consultation services through websites, apps, and other channels, allowing users to seek help at any time.
– **SMS Services**: 65% of banks send account changes and repayment reminders through SMS platforms, ensuring that service information reaches users directly.
– **Video Services**: With technological advancements, video services have become a new highlight in banking services, with 57% of banks offering video customer service functions, enabling real-time consultations and business processing.
– **Email Services**: 43% of banks provide services through emails, suitable for users with higher requirements for service details.
– **Weibo Services**: 19% of banks offer services through the Weibo platform, enhancing the social attributes and user engagement of services through social media.
#### Innovative Services for Senior Citizens
In terms of service innovation, banks particularly focus on the needs of elderly customers, enhancing their level of assistance through technological means. For instance, 72% of bank customer service centers and remote banks have the capability to automatically identify elderly customers, 60% of telephone banking services offer a direct access option to human service for elderly customers, and 36% of telephone banking services implement a priority on-line connection strategy for elderly customers, aiming to provide them with more thoughtful and convenient service experiences.
#### Application of Large Model Technologies
The report also indicates that 2023 marked the first year of large model technology’s application in the financial industry, with 29% of bank customer service centers and remote banking platforms beginning to explore its use, primarily in knowledge operations, content summarization, and intelligent ticketing. This signifies that the level of banking service automation is steadily increasing, with the potential for providing more personalized and efficient services in the future.
### Conclusion
The widespread coverage and innovative applications of remote banking services not only enhance service efficiency but also significantly diversify the forms and contents of financial services, catering to the needs of various user groups. With continuous technological progress, the future of banking services will be characterized by smarter and more personalized services, offering users more convenient and thoughtful financial service experiences.
【来源】http://www.chinanews.com/cj/2024/07-22/10255354.shtml
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