Core Viewpoint - Huishang Bank's remote video service project ranked among the top eight in the "Ecological Innovation" category at the "2025 Customer Service Center and Remote Banking Intelligent Innovation Application Competition," showcasing the bank's innovative strength in remote financial services [1] Group 1: Platform Foundation - Huishang Bank's customer service center aims to create an integrated remote service platform that combines remote banking operations, call handling, and video services, leveraging technologies like large models and virtual digital humans to support intelligent business development [2] - The platform enables unified personnel scheduling, routing, and data processing, facilitating multi-channel service collaboration and improving operational efficiency while reducing system costs [2] Group 2: Technology Empowerment - The customer service center integrates advanced technologies to build a secure, efficient, and intelligent service capability, overcoming traditional service bottlenecks with high-definition video, low-latency communication, and adaptive bandwidth adjustment [3] - Enhanced identity verification mechanisms, including facial recognition, liveness detection, digital certificates, and end-to-end encryption, are implemented to mitigate business risks [3] - The system is deeply integrated with core business and CRM systems, allowing staff to access real-time customer information and utilize intelligent script recommendations to better understand customer needs [3] Group 3: Scenario Expansion - The customer service center is expanding its remote service capabilities, transitioning business models from offline to online, exemplified by the personal loan approval process that can now be completed online in under three minutes, achieving a customer satisfaction rate of 99.88% [4] - This online model significantly enhances operational efficiency and addresses service gaps during non-business hours, ensuring continuous service availability [4] Group 4: Experience Optimization - The bank emphasizes user-friendly design and social responsibility, providing tailored remote video services for elderly customers, enhancing their experience with features like real-time guidance and visual aids [5] - Innovations such as dual-screen collaboration and real-time annotation allow staff to visually demonstrate processes, improving communication efficiency and customer understanding [5] Group 5: Future Development - Huishang Bank's customer service center has established a customer-centric, intelligent, and multi-channel collaborative remote service system, with plans to further expand the breadth and depth of remote services [6] - The focus will be on optimizing customer experience through intelligent integration and data empowerment, ensuring safe, convenient, and warm financial services reach more households [6]