Test finds only 4 of 16 Chinese banks offer a one-tap human agent
A Shanghai Securities News reporter called customer-service lines at 16 Chinese banks (6 state-owned, 4 joint-stock, 4 city commercial and 2 rural commercial) on a weekday afternoon and a weekend morning, asking routine questions such as large-denomination certificate-of-deposit thresholds and terms and overseas debit-card withdrawal fees. Only four offered a direct route to a human, while the other 12 required several rounds of wrangling with the voice bot; Postal Savings Bank took 2 minutes 41 seconds to reach a person and Shanghai Rural Commercial Bank 2 minutes 28 seconds, though once in the queue most banks answered within 10 seconds on weekdays. The article cites industry analysts saying banks deliberately deflect standard questions to AI and reserve humans for high-risk, complex business, and argues the fix is to feed proprietary knowledge bases and real call recordings into vertical models.
Bank call centres are one of the largest real-world deployments of voice AI, and this test shows the gap between cutting costs and actually resolving customer requests.
社会不会往回走，AI客服也退不回去。一个能24小时连轴转、成本只有真人零头都不到的好东西，没有哪家公司会放弃。上海证券报的记者前几天做了个实测，挑了6家国有大行、4家股份制银行、4家城商行、2家农商行，一共16家，在工作日下午和双休日上午两个时段分别拨客服电话，问的是大额存单的额度门槛和期限、借记卡境外取现手......
本文来自微信公众号： 冰川思享号 ，作者：老凤1974
社会不会往回走，AI客服也退不回去。一个能24小时连轴转、成本只有真人零头都不到的好东西，没有哪家公司会放弃。
上海证券报的记者前几天做了个实测，挑了6家国有大行、4家股份制银行、4家城商行、2家农商行，一共16家，在工作日下午和双休日上午两个时段分别拨客服电话，问的是大额存单的额度门槛和期限、借记卡境外取现手续费这类常规业务，就想看看找个真人到底有多难。
#Postal Savings Bank of China#Shanghai Rural Commercial Bank#China Construction Bank#Bank of Beijing#Bank of Jiangsu#China Merchants Bank#Shanghai Pudong Development Bank