中国基金报·2025-12-25 02:44Core Viewpoint - 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][4]. Group 1: Digital Banking Evolution - Postal Savings Bank's mobile banking app has ranked first in user experience for three consecutive years, indicating its strong growth in digital services and responsiveness to user needs [2]. - The bank initiated a comprehensive core system reconstruction in 2022, aiming to create a secure, agile, and self-controlled digital foundation [4]. - The launch of the "AI 2 ALL" digital ecosystem and mobile banking version 11.0 marks a significant step in redefining digital financial services [5]. Group 2: AI Integration and Operational Efficiency - The bank is advancing its "Digital Postal" strategy, integrating AI across nearly 260 application scenarios to enhance operational efficiency and customer service [5]. - The mobile banking app has achieved a customer base of 386 million and nearly 86 million monthly active users as of June 2025, reflecting a robust growth trajectory [7]. - The operational model has shifted from "one-way push" to "full journey companionship," creating a comprehensive smart operation system that anticipates customer needs [9]. Group 3: Service Innovation and User Experience - The app's ecosystem integrates various financial and non-financial services, allowing users to manage multiple benefits in a unified view [11]. - The intelligent customer service feature, "Smart Xiao You," utilizes natural language processing to address a wide range of customer inquiries, achieving a 99.39% intent recognition rate [12]. - Version 11.0 introduces an AI-driven interaction model, transforming complex financial tasks into simple conversational commands, enhancing user experience [14][15]. Group 4: Security Enhancements - The new version incorporates a multi-layered security system, including a "social trust" dimension that connects users with designated guardians for high-risk transactions [18]. - Enhanced identity verification methods, such as voice verification through phone calls, strengthen transaction security and user account protection [18]. - The evolution of Postal Savings Bank's mobile banking serves as a case study in the competitive landscape of digital finance, highlighting the importance of self-reflection and customer-centric transformation [18].