**”Digital employees” are really fragrant! But small and medium-sized banks need to be cautious in following up**
1. *Digital employee = AI + RPA + data + digital human*
1. *Bank digital people, and a game of the future*
1. *From remote agents to guarding “Shanghai” to fight the “epidemic”, digital bank employees can do it*
In the past two years, discussions on the concept of the metaverse have become hot, which is defined as the next-generation Internet. There is a slogan in the market, “The QQ show of the post-80s generation, the metaverse of the post-15s generation.” The next stop of the mobile Internet will go to the metaverse, which has also become the consensus of some people.
Driven by the popular concept, banks have also ushered in a transition period from mobile finance to metaverse finance. Among them, digital employees (virtual digital people) have become the first stop for banks to step into the metaverse.
According to McKinsey’s forecast, in 2025, the digital employee market will reach 6.7 trillion yuan; in 2030, the number of workers in China who need to change occupations due to process automation is expected to reach 100 million, accounting for 12% of the 2030 workforce.
**Digital employee = AI + RPA + data + digital human**
Gao Feng, Chief Information Officer of the China Banking Association, once said: “Some Internet banks and small and medium-sized banks have begun to deploy the metaverse, especially the introduction of digital employees, which will replace the repetition of simple jobs for natural persons, provide customers with virtual and real service scenarios, and increase customer support. stickiness.”
Different from traditional branch robots, the bank’s digital employees are presented in a virtual character image, and its main functions are not only brand image display, but also business interaction capabilities in virtual scenes. The core positioning is service-oriented digital people, replacing human services and improving efficiency. In addition, they can work 7*24 hours, and can be multi-modal digital assistants, financial customer service, explanation and guidance, shopping guide companions, and multi-functional “cheap labor” that banks can “infinitely squeeze”.
As employees, digital employees need to be smart enough, have strong business data support capabilities, automated processing capabilities, and avatars that users like. The formula is roughly “digital employees = AI + RPA + data + digital people”. For banks, the formula they have to complete is a high-end operation of digital transformation, and it is not easy.
**Bank digital people, and a game of the future**
When banks promote digital employees, they mainly see its future industrial value: reducing service costs, shortening business service radius, improving service efficiency, and expanding the boundaries of more service scenarios, so that financial services can reach or be closer to “Bank 4.0”.
Chen Longqiang, chief strategy officer of Baixin Bank, believes that from the perspective of the Metaverse, banks need to grasp from three aspects: people, fields and things. People and digital employees have evolved from virtual brand officers to more roles, realizing the evolution from virtual IP to business empowerment; field, from digital employees to the construction of the Metaverse banking community, leading the layout of the new paradigm of future banking; things, digital assets Continue to store energy, and finally build a complete metaverse economic system.
On December 30, 2021, Baixin Bank held its annual media open day event. AIYA, a virtual digital employee, officially joined the bank and became the bank’s “AI virtual brand officer”.
The Metaverse is a grand strategy, and digital employees are just a small piece of content, but it’s also a big game.
As in the previous formula, digital employees = AI + RPA + data + digital people. AI, RPA, etc. all require strong technological support and massive data resources. For digital people alone, the bank’s overhead will not be small.
Clothing designs for digital employees alone are not cheap, experts say. If the customized design is combined with holidays and bank product promotions, the annual cost will be higher. Ordinary banks may wait until the industry matures and the related costs are reduced before trying, and they need to do what they can.
**From remote agents to guarding “Shanghai” to fight the “epidemic”, digital bank employees can do it**
From the bank’s point of view, the goal of stepping directly into the metaverse may be a little far off. Banks in the exploratory period are more willing to assign digital employees to jobs that can be close to business and solve current problems. Itâ??s important to note that the digital workforce rolled out by each bank may not be the same. The core of most digital employees is mainly RPA technology applications, lacking virtual human images. However, this does not prevent banks from exploring and practicing in the field of digital employees.
This year, in the “5th (2022) Digital Finance Innovation Competition” event hosted by China Electronic Banking Network and Digital Finance Joint Publicity Year, there are relevant application cases of digital employees (digital people).
In Minsheng Bank’s digital human platform project, the bank builds a digital human platform based on technologies such as intelligent speech, natural language processing, virtual synthesis, and virtual image broadcast. Relying on the digital operation system, it integrates SDK, H5, applet and other scenarios to realize multimedia innovation interaction for bank operation, marketing, internal management and other scenarios, aiming to reduce operating costs and optimize customer experience.
In terms of revenue, Minsheng Bankâ??s digital human platform has at least accomplished the following tasks and objectives: reducing customer service agentsâ?? queuing and improving customer experience; improving customer coverage and reducing the consumption of marketing personnel; improving the channel service entrance and providing an interactive touch experience.
The case also includes the application and practice project of BAIC Financial’s digital employees in the retail business risk control system. This project uses robotic process automation technology to create a digital employee project in multiple business fields. On the basis of maintaining the stable operation of the existing IT system architecture and business system, it uses the latest digital employee technology and combines the company’s retail financial business scenarios to solve the problem of auto finance retail. For the business pain points in the business scenario, for the first time in the Beijing financial company industry, digital employees have been built and put into use in product management, order management and monitoring and early warning management.
There are also banks that combine special scenarios to challenge the working ability of digital employees. For example, Industrial Bank RPA digital employees. During the epidemic, the “digital employees” of Industrial Bank Shanghai Branch held their posts in various financial service fields to ensure the quality of customer service and experience under the epidemic. From April to early May this year, the international business robot automatically obtained data and entered it into the system, and processed 200 balance of payments transactions.
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