China Banking Association: Customer Service Centers and Remote Banks Achieve 93% Adoption Rate for Intelligent Technology, with 31% Exploring Large Models
Recently, the China Banking Association published the "2024 Report on the Development of Customer Service Centers and Remote Banks" (2024), which shows that the comprehensive adoption rate of intelligent technology in customer service centers and remote banks has reached 93%, a 1% increase from 2023; meanwhile, 31% of customer service centers and remote banks have started to explore the application of large models. The development of smart technology has become the core driving force for high-quality development in the banking industry.
At the same time, the average pickup rate for human calls at customer service centers and remote banks has reached 94.18%, a 1.3% increase from 2023; customer satisfaction with human calls has reached 99.46%, surpassing 99% for four consecutive years; services have covered multiple channels including mobile apps, phone calls, WeChat, SMS, video, email, and microblogging, providing customers with more convenient and efficient service experiences.
The report was led by the China Everbright Bank as the head of the fifth session of the Customer Service and Remote Banking Working Committee of the China Banking Association, with 11 member units contributing to the writing and 85 member units participating in the research. As a report published for the 12th consecutive year, it comprehensively presents the development status, achievements, and future trends of China's banking industry customer service centers and remote banks, providing important references for the development of the industry.
