Zhong Guo Ji Jin Bao·2025-12-25 02:47Core Insights - The article discusses the transformation of Postal Savings Bank's mobile banking app, emphasizing its evolution from a basic financial tool to a "smart partner" in the AI era, focusing on user experience and deep engagement [2][10]. Group 1: Digital Transformation - Postal Savings Bank has maintained the top user experience ranking in mobile banking for three consecutive years, indicating its commitment to evolving digital services and responding to user needs [2]. - The bank's recent "2025 Digital Finance Conference" unveiled the "AI2ALL" digital ecosystem and the 11.0 version of its mobile banking app, marking a comprehensive self-revolution in its digital services [2][3]. - The bank's core system underwent a complete reconstruction starting in 2022, aimed at creating a secure, agile, and self-controlled digital foundation [2][3]. Group 2: AI Integration - The bank is focusing on three core questions: how to empower business development through mobile banking, how to convert cutting-edge technology into core competitiveness, and how to enhance user experience [3]. - The "AI2ALL" digital ecosystem includes nearly 260 AI application scenarios, integrating AI into every aspect of management and customer service [3][5]. - Postal Savings Bank has won the People's Bank of China Financial Technology Development Award for three consecutive years, reflecting its significant technological advancements [3]. Group 3: User Experience Enhancement - The mobile banking app has seen a steady increase in user base, with 386 million personal mobile banking customers and nearly 86 million monthly active users as of June 2025 [5]. - The bank's approach emphasizes a shift from one-way information push to a comprehensive customer journey, aiming for continuous engagement and personalized service [7]. - The app's ecosystem integrates various financial and non-financial services, creating a localized service experience for users [8]. Group 4: Version 11.0 Innovations - The 11.0 version of the mobile banking app introduces an AI-driven "dialogue as service" interaction model, simplifying complex financial operations into natural conversations [11][12]. - The app addresses user concerns about functionality by evolving from a model where users search for functions to one where the app understands user needs [12]. - A new security framework has been established, incorporating a dual protection model involving both friends and the bank, enhancing transaction security [15]. Group 5: Strategic Implications - The evolution of Postal Savings Bank's mobile banking app serves as a case study in the digital transformation of financial services, highlighting the importance of self-reflection and customer-centric innovation [15][16]. - The bank's commitment to "financial technology self-reliance" and its dedication to serving the public are key drivers of its digital strategy [15][16].