Research On The Management Optimization Of Bank A's Customer Service Center Under The Tide Of Artificial Intelligence

Under the background of the rapid development of the Internet,the tide of AI is developing vigorously and affecting the financial industry deeply.In the great reform of the financial industry,the Credit Card Customer Service Center,as the invisible counter of the bank,has become the representative of the transformation in this era.After experiencing labor-intensive business forms,narrow business acceptance channels and many restrictions on handling business,it has resolutely awakened to become a pioneer of innovation under the tide of AI.This paper takes Bank A as the research object.Bank A is a listed city commercial bank with assets over hundreds of billions of Chinese Yuan.As of December 2018,Bank A has issued over 450000 pieces of credit card.Therefore,this paper focus on how to promote the transformation of Credit Card Customer Service Center from labor-intensive industries to technology intensive,high-end department with AI.Firstly,this paper makes a comparative analysis of the development of AI technology in the financial service center at home and abroad,and draws lessons from the development experience of four major Banks,national joint-stock Banks,urban commercial Banks and other Banks.Secondly,combined with the actual operation and development of the customer service center of Bank A,this paper analyzes the current situation of doubled card stock,diversified card products and sharp rise in labor cost of the customer service center and reveals the existing problems.Then,based on the development plan of customer service center of Bank A,the management optimization strategy was proposed from the perspective of team,system and process,and the optimization direction and specific implementation plan of AI customer service management of Bank A was proposed.Finally,the conclusion is drawn and the future development is prospected.Through the discussion and research on the transformation of customer service center under the tide of AI of Bank A,this paper makes a reference for the development of other urban commercial banks to learn.