A pandemic has rewritten the rules of banking.

The streets were closed and the city was deserted. That bleak winter is long gone, but for small, young banks, this is a near death blow.

Yuppen Bank is one of them. It is the first private bank in Jiangxi province and the 18th in the country. According to regulatory requirements, private banks can only adopt the business model of “one bank, one store”. The pandemic has deprived its only offline branch of a flight club, and its digital transformation is only just on the agenda.

In Mr Wen’s words, “the business is in a complete shutdown”.

The head of the “remote banking” project faced a stark reality: he could either be swept away by the storm, or seek change and try to survive.

01

The advent of “remote banking” is something of a coincidence.

The scheme was originally designed to serve the elderly and the deaf: both customers clearly trust physical outlets more than unfamiliar smart devices, but their demands tend to be for rudimentary, remote operations. Wen Jie imagined that if there were a dedicated customer service provider to provide one-to-one video service for them, they could handle their business without leaving home, which would not only save the bank’s manpower, but also save the users from travelling. Wouldn’t it kill two birds with one stone?

It was originally a move for the convenience of the people, but at the moment is the key to the bank to break the customer. After the epidemic was initially controlled, Yuemin Bank immediately accelerated the promotion of this program and started the bidding.

The burden falls on the shoulders of the ANT Group mPaaS.

This is a financial mobile development platform independently developed by Ant Group, providing one-stop solutions for app development, testing, operation and maintenance. One of the most important capabilities, which is also the key to the cooperation with Yumin Bank, is called ** “Video Cloud business hall” **.

This scheme integrates multiple technologies of Ant and Ali, establishes a service channel through real-time audio and video technology, completes customer identity verification and remote assistance combined with AI technology, and finally completes business processing in compliance and efficiency. In addition to basic functions such as business consultation, yumin Bank also plans to provide services such as in-person loan verification, bank-enterprise account checking, and legal person willingness verification.

A new web is being woven. Offline acquisition channels are frozen, then transfer to the online; The epidemic has cut off communication and connection, so use technology to connect people.

02

Banks naturally value risk, and the “safety” and “stability” of video calls are crucial.

And it’s easy to see why: ** Security is what finance is all about, and stability determines the quality of video calls. ** To this end, mPaaS encrypts data transmission in financial scenarios to ensure compliance with national encryption standards, and the key is stored locally.

To improve the user experience, mPaaS also enhances the edge acceleration capability based on AliYun’s global acceleration network, ensuring that the call quality can be guaranteed even if the customer and the bank agent are more than 1,000 kilometers apart.

This is the true “thousands of miles apart make no difference.”

In addition, mPaaS have added more convenience features to the product: “document sharing” to show customers business processes and instructions; Remote Screen casting allows you to share the screen and guide customers to perform operations. The “electronic whiteboard” makes more refined interaction possible.

In early April, the “remote banking” module was officially launched.

Of course, Yuemin Bank has not forgotten the original purpose of this function: in order to improve the service quality for the hearing-impaired, the bank selected four tellers to learn sign language from the teachers of the deaf school.

At first, Wen Jie did not hold high expectations for this, “learn 20 to 30 percent of the basic skills on the line.” But to his surprise, shortly after the remote banking function went live, a curious student at the school called the video and asked the sign language customer service for advice.

The meeting was so short that both sides were nervous. After the service, the bank specifically contacted the deaf school to revisit the student’s experience. The school conveyed students’ feelings in four words: “joy and sorrow.”

“For the first time, he felt that someone, an institution, was actually looking out for them.”

For special groups, the bank has developed a strategy of prioritizing queuing and specialized service. If the customer is over 50 years old or has registered with the bank as a deaf person, the remote bank will directly open a “green channel” for these two groups and arrange one-to-one service. In order to make the service more refined, text communication is also added to the video process to provide customers with a smoother barrier-free experience.

“There are no technical difficulties.” Thanks to the stable technical base support of Ant mPaaS and Ali Cloud, Yuemin Bank can focus more on manpower scheduling and service design. Wen Jie said that the future will also consider for the elderly users to add anti-fraud tips, to the security of funds close.

03

In the tide of The Times, Yumin Bank is just one of the microcosm.

Digital transformation has become a general trend in the financial industry, accelerated by the advent of the epidemic. Multimedia technologies, such as audio and video, will be a crucial part of the growing reach of online stores.

MPaaS, with their powerful audio and video capabilities, are playing the role of technology base in this wave. “By integrating with technologies such as AI and the Internet of Things, mPaaS can cover a variety of online application scenarios.” Yang Xiaoliang, business director of mPaaS Video Cloud Business Hall, introduced that ANT mPaaS has participated in the construction of audio and video platforms for many customers such as Bank of Tianjin, Bank of Qingdao, Tianjin Trust and Caitong Securities, which has been widely recognized by the industry.

Technology is accelerating, and the “digital divide” among special groups such as the elderly and the deaf is gradually being filled. In March 2021, the CBRC issued the Notice on Bancassurance Institutions to Effectively Solve the Difficulties of the Elderly in Using Smart Technologies, requiring them to respect the habits of the elderly and build mobile banking apps suitable for the elderly. Led by Yuemin Bank, more and more institutions are becoming pioneers on the road to the aging of financial services.

Mobile Internet is the infrastructure of the new era, which makes possible richer and more efficient means of communication with high bandwidth, high speed and low latency. The power of technology goes beyond the epidemic, even beyond human disability and disability.

One day, they will all cross the chasm.

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Click to read the original article to learn more about the solution of “Video Cloud Business hall”.