The IDC expects that the financial industry's AI investment scale continues to grow virtual human and digital employees compete for "duty"

Economic Observation Network reporter Wan Min on September 14th, IDC of the International Research Institutions released the 2022 V2 version of the "Idc Worldwide ArtificialInterintelligence Spending Guide". IDC predicts that the scale of China's AI investment in 2026 is expected to reach US $ 26.69 billion, accounting for about 8.9%of the world's global monomers; During the five -year forecast period, it will continue to lead, and the four will exceed 60 % of the total expenditure of the Chinese AI market.

"At present, artificial intelligence has mature applications in various industry scenarios. AI has completed independent judgment and behavioral learning through deep learning and computer vision, image recognition and other technologies, thereby solving various complex tasks and laying important for the industry's intelligent transformation. Foundation. In the application scenario, smart customer service has developed rapidly, and there are cases of landing in financial, retail and other industries. "IDC's report also predicts that in the field of artificial intelligence, the market size of the financial industry represented by banks will also be in the future in the future. In several years, it has continued to grow, and the five -year CAGR (compound growth rate) is expected to exceed 21.0%.

In recent years, banks have continued to explore the implementation of artificial intelligence in customer service, remote banks and other business scenarios, and the replacement rate of intelligent customer service has continued to rise. The 2022 semi -annual performance report disclosed by the Postal Savings Bank shows that the bank's credit card customer service hotline uses digital transformation as the starting point to upgrade iterative intelligent customer services and actively expand intelligent service scenarios. The proportion of intelligent customer service has increased to more than 79%. The rate reaches 94.77%.

In addition to customer service, banks are also continuing to explore the field of virtual person. At the service trade meeting in early September, the Industrial and Commercial Bank of China showed the bank's virtual digital person. At the end of 2021, Baixin Bank launched the first virtual digital employee "Aiya Aiya" and served as "AI Virtual Brand Officer"; in December 2021, Jiangnan Rural Commercial Bank and JD.com smart customer service jointly launched the "VTM digital employee" " Essence

The Bank of Hangzhou also said in the semi -annual report that the bank focused on the development system of "digital wisdom+", launched the first number of wisdom employees to expand the scope of the scene application; launched a new model of "audio and video collaborative services" to build an integrated intelligent dialogue analysis platform.

The Bank of Beijing's half -annual report said that its remote banking center construction has begun to take shape and initially formed a standardized workflow of air business (SOP) to create a "digital employee" integrating smart text customer service, smart call, and intelligent voice navigation.

According to the "China Banking Customer Service Center and Remote Bank Development Report (2021)" released by the China Banking Association customer service and remote banking committee, in 2021, customer service center and remote banking intelligent services accounted for 46.69%, an increase of 3.78 from 2020, 3.78 A percentage point; nearly half of the customer service center and remote bank omni -channel self -service diversion rates are higher than 70%, and the level of remote service automation and intelligence continues to increase; among large commercial banks and joint -stock commercial banks The knowledge base is the intelligent knowledge base, and further empowers the robot customer service to provide customers with accurate and efficient business consulting; the AI ​​human -machine training robot based on artificial intelligence technology such as voice recognition and intent, and releases new momentum of remote intelligent services to help help to help Improve online service capabilities.

Regarding whether artificial intelligence competes for "duty" will affect the stable employment of the original bank customer service personnel, a bank technology person told reporters that the current artificial intelligence customer service can only replace some more mechanical and high -duplicate customer service. Relatively complicated issues still need to be transferred to manual. Senior customer service staff, in the future, can be transferred to be a trainer of "robots" in customer service, and their many years of customer service experience is still valuable resources.

A report published by McKinsey Global Institute also stated that being replaced by robots does not mean a large number of unemployment, because new employment positions will be created, and people should improve their work skills to cope with their upcoming employment. The era of great changes.

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