[1]申 睿,周 雷,陶 现,等.困境与突围:人工智能赋能银行网点智能化转型研究[J].金融教育研究,2019,(05):27-33.
　SHEN Rui,ZHOU Lei,TAO Xian,et al.Dilemma and Breakthrough:Research on Intelligent Transformation of Bank Branches Endowed with Artificial Intelligence[J].,2019,(05):27-33.
点击复制

困境与突围:人工智能赋能银行网点智能化转型研究()
分享到：

《金融教育研究》[ISSN:1006-6977/CN:61-1281/TN]

卷:
期数:
2019年05期
页码:
27-33
栏目:
出版日期:
2019-10-10

文章信息/Info

Title:
Dilemma and Breakthrough:Research on Intelligent Transformation of Bank Branches Endowed with Artificial Intelligence
文章编号:
2095-0098(2019)05-0027-07
作者:
申 睿1; 周 雷2; 陶 现3; 朱 鋆2
1.浙江金融职业学院,浙江 杭州 310018; 2.苏州市职业大学,江苏 苏州 215104; 3.中国建设银行浙江省分行,浙江 杭州 310000
Author(s):
SHEN Rui1;  ZHOU Lei2;  TAO Xian3;  ZHU Jun2
1.Zhejiang Financial College,Hangzhou,Zhejiang 310018,China; 2.Suzhou Vocational University,Suzhou,Jiangsu 215104,China; 3.China Construction Bank Zhejiang Branch,Hangzhou,Zhejiang 310000,China
关键词:
商业银行;  人工智能;  普惠金融;  智能网点;  金融科技
Keywords:
commercial bank;  artificial intelligence;  inclusive finance;  intelligent bank branch;  FinTech
分类号:
F832.3
文献标志码:
A
摘要:
商业银行基层网点的智能化转型是新时代银行业高质量发展的重要抓手。人工智能作为引领金融科技发展的战略性前沿技术,快速渗透进银行业,特别是在基层银行网点的“落地”,催生了一大批“智能网点1.0”。然而,网点转型在实施过程中也存在服务质效不高、基础设施不配套、无法真正契合客户需求等现实困境。为突破转型困境,提出“客户、员工、业务”三位一体的智能网点2.0建设路径,以客户为中心进行人机资源配置,提升服务质效和客户体验; 应用人工智能赋能网点人力资源升级,适应转型需要; 通过大数据、机器学习、知识图谱和智能客服,开发定制化业务,满足客户个性化需求,最终实现数字普惠金融目标。
Abstract:
The intelligent transformation of commercial banks’ branches is an important starting point for high-quality development of the banking industry in the new era.As a strategic cutting-edge technology that leads the development of FinTech,artificial intelligence has rapidly penetrated into the banking industry,especially in the “landing” of basic bank branches,and it created a large number of “Intelligent Bank Branches 1.0”.However,there are many difficulties in the implementation of intelligent bank branches,such as low service quality,inadequate infrastructure,and unable to satisfy their customers.To make a breakthrough of intelligent bank branch construction,an “Intelligent Bank Branches 2.0” construction path centered on customers,employees and business has been proposed.Based on the conception,this paper put forward suggestions:allocation human-machine resources with customer-centric to improve service quality and customer experience; apply artificial intelligence to upgrade the quality of human resources of branches to meet transformation needs; develop customized services through big data,machine learning,knowledge graph and intelligent customer service to meet the individual needs of customers,and ultimately achieve the goal of digital inclusive finance.

参考文献/References:

[1]习近平.决胜全面建成小康社会 夺取新时代中国特色社会主义伟大胜利——在中国共产党第十九次全国代表大会上的报告[N].人民日报,2017-10-28(1).
[2]吴金旺,顾洲一.数字普惠金融文献综述[J].财会月刊,2018(19):123-129.
[3]国务院.推进普惠金融发展规划(2016—2020年)[EB/OL].http://www.gov.cn/zhengce/content/2016-01/15/content_10602.htm.(2016-01-15)/2019-02-24.
[4]汤晓,陈玉琨.人工智能基础[M].上海:华东师范大学出版社,2018:13-14.
[5]Accenture Consulting.2016 North America Consumer Digital Banking Survey:Banking on Value Rewards.Robo-Advice and Relevance[R/OL].https://www.accenture.com/t20160609t222453_w_/us-en/_acnmedia/pdf-22/accenture-2016-north-america-consumer-digital-banking-survey.pdf.(2016-06-09)/2019-02-24.
[6]伍旭川.人工智能发展趋势、挑战及对金融安全的影响[J].财经智库,2018,3(6):26-43.
[7]李佳,钱晨,黄之豪.大数据时代:人工智能与商业银行创新[J].新金融,2018(12):31-36.
[8]胡蝶.人工智能在金融领域的应用研究[J].金融纵横,2018:45-49.
[9]韩同才.论传统银行网点改革之智慧银行建设[J].财经界,2018(11):14-15.
[10]中国银行业协会.中国银行业客服中心发展报告(2017)[EB/OL].http://www.sobot.com/blog/article/315/view.html.(2018-07-03)/2017-02-24.
[11]陈加会,王翔.银行业进行网点智能化转型[J].中国邮政,2017(5):16-19.
[12]马小丽.建设银行SX分行智慧银行发展对策研究[D].陕西:西北大学,2018.
[13]周爽.智能银行渠道建设的路径与对策研究[D].云南:云南财经大学,2018.
[14]戴鸿丽.论新常态背景下的商业银行业务创新[J].金融教育研究,2017,30(6):3-8.
[15]彭惠新.为财富管理插上人工智能的翅膀——访江苏银行零售业务部总经理梅振坤[J].中国信用卡,2018(11):17-19.
[16]Li K,Niskanen J,Kolehmainen M,et al.Financial innovation:Credit default hybrid model for SME lending[J].Expert Systems with Applications,2016,61(21):343-355.
[17]程娟,周雄伟.基于人工智能的证券金融服务创新研究[J].金融科技时代,2018(10):13-19.
[18]Mauro Castelli,Luca Manzoni,Ale PopoviI.An Artificial Intelligence System to Predict Quality of Service in Banking Organizations[J].Computational Intelligence and Neuroscience,2016:1-7.
[19]Hasheminejas,Reisjafari.ATM management prediction using Artificial Intelligence techniques:A survey[J].Intelligent Decision Technologies,2017,11(3):375-398.
[20]Ferreira F A F,Ferreira J J M,Fernandes C I M A S,et al.Enhancing knowledge and strategic planning of bank customer loyalty using fuzzy cognitive maps[J].Technological and Economic Development of Economy,2017,23(6):860-876.
[21]胡礼文,汪子茵.关系营销背景下维护商业银行顾客忠诚的策略研究[J].金融教育研究,2015,28(3):11-15.

相似文献/References:

[1]钱颖.商业银行品牌营销的特征与实施方案[J].金融教育研究,2012,(01):70.
　QIAN Ying.Branding Marketing Traits and Implementation Plans of Commercial Banks[J].,2012,(05):70.
[2]黄志云.我国商业银行理财产品发展现状及对策分析[J].金融教育研究,2012,(03):36.
　HUANG Zhiyun.Present Situation and Countermasures of Development of Chinese Commercial Bank Financing Products[J].,2012,(05):36.
[3]马运全.商业银行服务定价权的变迁、分配及路径选择[J].金融教育研究,2012,(05):18.
　MA Yunquan.Changes in Pricing, Distribution and Path Choice of the Fixed Price of Commercial Banking Services[J].,2012,(05):18.
[4]张琼,邢绪文.基于因子分析理论的我国上市银行绩效评价[J].金融教育研究,2012,(05):55.
　ZHANG Qiong,XING Xuwen.The Performance Evaluation of Listed Banks in China Based on Factor Analysis[J].,2012,(05):55.
[5]张细松.商业银行不良贷款对货币流动性的影响分析[J].金融教育研究,2013,(04):3.
　ZHANG Xisong.Study on the Influence of Commercial banks＇Non-Performing Loans to Currency Liquidity[J].,2013,(05):3.
[6]杨云雁,郑毅,王频,等.基于SCP范式下我国商业银行业市场结构对绩效影响的研究[J].金融教育研究,2013,(04):24.
　YANG Yunyan,ZHENG Yi,WANG Pin.The Performance Effects＇Research of China's Commercial Banking Market Structure Based on the SCP Paradigm[J].,2013,(05):24.
[7]李从松,王伟,贺根庆,等.商业银行助学贷款的风险形成与防范机制研究[J].金融教育研究,2013,(05):3.
　LI Congsong,WANG Wei,HE Genqing.The Study on the Risk Formation and Prevention Mechanism of the Student Loan of Commercial Bank[J].,2013,(05):3.
[8]胡礼文,罗洁.银行顾客品牌信任向品牌忠诚转化的路径研究——以中国工商银行为例[J].金融教育研究,2013,(06):17.
　HU Liwen,LUO Jie.Study on the Path of Transformation to the Bank Customers from the Brand Trust into Brand Loyalty——Take the Industrial and Commercial Bank of China(ICBC) as an example[J].,2013,(05):17.
[9]俞建军.商业银行异地分支机构差异化管理模式探讨[J].金融教育研究,2014,(02):39.
　YU Jianjun.Study on Differentiated Management Mode of Commercial Bank Different Branches[J].,2014,(05):39.
[10]陆岷峰,史丽霞.商业银行高管薪酬改革适应新常态特征的路径研究[J].金融教育研究,2014,(06):14.
　LUMinfeng,SHILixia.The Path Research of Commercial Bank Executive Compensation Reform to Adapt to the New Normal Characteristics[J].,2014,(05):14.

备注/Memo

备注/Memo:
收稿日期:2018-11-29基金项目:教育部人文社会科学研究青年基金项目“新时代大学生互联网金融风险认知、风险偏好与投资行为研究”(19YJCZH272); 教育部职业教育互联网金融专业国家教学资源库(2018-14); 苏州市科协软科学课题研究重点项目“金融科技创新服务苏州实体经济高质量发展研究”(苏科协〔2019〕75号); 苏州市职业大学重点教改项目“面向国家互联网金融资源库的《网贷与众筹》教材建设和资源开发研究”(SZDJG-19004)通讯作者:周 雷(1983-),男,江苏苏州人,讲师,注册会计师,研究方向为金融科技。
更新日期/Last Update: 2019-10-10