The Development and Challenges of Bank Intelligent Customer Service Systems Driven by Financial Technology

Journal: Modern Economics & Management Forum DOI: 10.32629/memf.v6i2.3952

Yixuan Guo1, Haijun Li2, Hui Zhang3, Jia Li4, Yunhua Hou5

1. School of Business Administration, Shanghai Lixin University of Accounting and Finance, Shanghai, China; New Era University College, Selangor, Malaysia
2. Shanghai Jiao Tong University, Institute of International Strategic Research, Shanghai, China
3. Tencent Technology (Shanghai) Co., Ltd., Shanghai, China
4. Shanghai Chuangli Group Co., Ltd., Shanghai, China
5. Special Advisor to Several Technology Companies, Shanghai, China

Abstract

With the rapid development of financial technology, bank intelligent customer service systems have gradually become key technologies for improving customer service efficiency, reducing operational costs, and enhancing customer experience. The application of artificial intelligence, machine learning, big data, and cloud computing has not only improved the automation level of intelligent customer service but also enhanced its ability to provide personalized services. However, during the implementation of intelligent customer service systems, issues such as technological bottlenecks, customer experience, data security, and legal compliance still exist. In the future, banks need to further promote the development of intelligent customer service systems through technological innovation and improvement of compliance mechanisms, while ensuring the security of customer data and service quality.

Keywords

financial technology, intelligent customer service systems, artificial intelligence, machine learning, big data, cloud computing, data security

References

[1]Li Fei, Shao Xiaodong. "The Status and Development of Intelligent Customer Service Robots" [J]. China Media Technology, 2016, (4).
[2]Wen Bo. "Research on Interactive Question Understanding for Intelligent Customer Service Robots" [D]. Harbin: Harbin Institute of Technology, 2014.
[3]Wang Lei. "Application Risks of Artificial Intelligence Technology in Bank Customer Service Centers" [J]. Financial Electronics, 2018, (7): 64-66.
[4]Zhang Rui, Pan Xin, Yang Yanni, et al. "Emotion-Intervention Intelligent Customer Service System" [J]. Information Theory and Practice, 2016, (8): 70-74.
[5]Nie Changsen, Hong Wu, Han Zhixiong, et al. "Analysis of the Application of Artificial Intelligence in the Intelligent Customer Service Field of the Financial Industry" [J]. Financial Technology Era, 2018, (12): 16-21.

Copyright © 2025 Yixuan Guo, Haijun Li, Hui Zhang, Jia Li, Yunhua Hou

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