Zheng Quan Ri Bao Zhi Sheng·2025-11-26 16:10Core Viewpoint - The impact of AI on bank customer service is becoming increasingly evident, with Postal Savings Bank of China announcing a reduction in the hours for human customer service starting December 3, 2025, reflecting a broader trend in the banking industry towards AI integration [1][2]. Group 1: AI Integration in Banking - Major banks, including Industrial and Commercial Bank of China and China Construction Bank, are actively integrating AI technologies into their operations, particularly in customer service and risk management [2]. - The application of AI in banking is primarily focused on enhancing customer service through personalized solutions, improved interaction experiences, and 24/7 availability [2][3]. Group 2: Human-AI Collaboration - Experts suggest that the future of bank customer service will involve a collaborative ecosystem between human and AI services, where AI handles repetitive tasks while human agents focus on complex customer needs [3]. - The integration of AI tools with human expertise is expected to enhance both service efficiency and customer experience, with a focus on high-value interactions such as complaint resolution and personalized financial planning [3].