17 August, 2022, Shenzhen, China - ZTE Corporation (0763.HK / 000063.SZ), a major international provider of telecommunications, enterprise and consumer technology solutions for the mobile internet, today announced that ZTE and CCB Fintech jointly demonstrated the 5i remote banking intelligent customer service based on 5G New Calling at the 5G World Congress 2022 on 10 August. The intelligent customer service of remote banking can provide interactive, Immersive and Intelligent innovative services through the 5G New Calling network. It can bring more convenient and efficient service experience to the ToC terminal users (Individual). For the ToB industry customers (Industry), it can help the enterprise create greater value, realize long-range and digital service development requirements, and promote industrial upgrade.
When a user dials a traditional bank customer service number, the user will usually access the voice navigation system of the Customer Service Center. Usually, the user can choose the next step only after listening to all the voice menus. This is inefficient. The intelligent customer service of remote banking for 5G New Calling can upgrade voice navigation to a visual interactive menu. The user can know everything at a glance of sight and do not have to wait a long time.
When a user selects a service under a traditional customer service system, the user needs to enter information multiple times by using numeric keys, which is complicated, and easy to be entered by mistake. With the intelligent customer service of remote banking, a user can click the menu button to enter the corresponding submenu and start various service processing or information query quickly.
Traditional customer service systems do not have visualization features or interactive experience, so they cannot be called real remote business lobbies. Many services can only be handled at counters, which cannot meet the remote and digital development requirements of bank services. The intelligent customer service of remote banking can send various media and data such as pictures, videos and H5 pages to the customer service personnel in real time under multiple security guarantee mechanisms. The customer service personnel can interact with each other by clicking, marking and signing to complete various services in a call, thus effectively improving the user service handling efficiency and helping the enterprise reduce cost and increase efficiency.
The intelligent customer service provided by remote banking based on 5G New Calling provides a pioneer demonstration application for various service industries and window departments. By virtue of scientific and technological power, the intelligent customer service platform, which is efficient, easy to use, and intelligent, is a new type of barrier-free communication service platform. In the future, ZTE is willing to work with more industry partners to incubate more innovative 5G New Calling services, empower vast vertical industries, and build a brand-new cooperative ecosystem.