Yumin Bank x mPaaS | Mobile application "adapt to aging" transformation, but not only fonts become larger

Introduction to mPaaS Video Cloud Business Hall: A Case Study of the Financial Industry for App Adaptation to the Ageing Transformation

An epidemic rewrote the rules of the banking industry.

The streets are closed and the city is empty. That cold winter has gone away from us, but it was a near-fatal blow to the newly established small banks.

Yumin Bank is one of them. This 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 epidemic has made its only offline business outlets lose the opportunity to acquire customers, and the digital transformation of the whole bank has just been put on the agenda.

In Wenjie's words, "the business is completely shut down."

The grim reality lies in front of this "remote bank" project leader: Either be swept by the storm of the epidemic, or seek change and try to survive.

01

The advent of the "remote banking" function is actually quite a coincidence.

At the beginning of the design of this scheme, it was used to serve the elderly and deaf-mute people: Compared with unfamiliar smart devices, these two types of customers obviously trust physical business outlets, but their demands are often basic and remote. The completed operation. Wenjie envisioned: If there is a dedicated customer service to provide them with one-to-one video services, they can handle the business without leaving their homes, which saves bank manpower and saves users from running around. Wouldn’t it kill two birds with one stone?

It was originally a move to facilitate the people and benefit the people, and now it is the key to the bank's success in obtaining customers. After the epidemic was initially controlled, Yumin Bank immediately accelerated the promotion of this plan and initiated bidding.

burden of 160c728acc8f7c fell on the shoulders of Ant Group mPaaS.

This is a financial-grade mobile development platform independently developed by Ant Group, which provides a one-stop solution for app development, testing, and operation and maintenance. One of the most important capabilities is also the key to the cooperation with Yumin Bank, called "Video Cloud Business Hall" .

This plan integrates multiple technologies of Ant and Ali, establishes service channels through real-time audio and video technology, and combines AI technology to complete customer identity verification and remote assistance, and ultimately complete business processing in compliance and efficiently. In addition to basic functions such as business consultation, services such as loan face-to-face verification, bank-enterprise reconciliation, and legal person willingness verification are also planned by Yumin Bank.

A new network is being woven tightly. If offline customer acquisition channels are frozen, then turn to the front; if the epidemic cuts off communication and contact, then use technology to open up people's hearts.

02

The banking industry naturally attaches importance to risks, and the "safety" and "stability" of video calls are of paramount importance.

The reason is easy to understand: "Security" is the foundation of the financial industry, and "stability" determines the quality of video calls. For this reason, mPaaS encrypts data transmission in financial scenarios to ensure compliance with national secret standards, and the key is stored locally on the customer.

In order to improve the user experience, mPaaS also strengthened the edge acceleration capabilities based on the Alibaba Cloud global acceleration network, ensuring that the call quality can still be guaranteed even if the customer and the bank seat are separated by more than 1,000 kilometers.

This is the real "Thousands of miles apart, it’s okay to talk.

In addition, mPaaS has also added more convenient functions to the product: "document sharing", which facilitates presentation of business processes and operating instructions to customers; "remote screen projection", which guides customers' operating steps in the form of shared screens; "electronic whiteboard", which allows More refined interaction methods are possible.

In early April, the "Remote Banking" module was officially launched.

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

At first, Wenjie didn't have high expectations for this, "just learn 20 or 30% of the skills". But unexpectedly, shortly after the remote banking function was launched, a curious student from the school for the deaf dialed the video and consulted with the sign language customer service.

Both sides were a little nervous when meeting in a hurry. After the service was over, the bank specifically contacted the school for the deaf and dumb to visit the student's experience. The school conveyed the students’ feelings in 4 words: "Sorrow and joy" .

"For the first time he felt that there were people and organizations, and he was really paying attention to them."

For special groups, the bank has formulated a strategy of priority queuing and dedicated service. If it is determined through personal data that the customer is over the age of 50, or the deaf-mute identity has been registered in the bank, the remote bank will directly open a "green channel" for these two groups and arrange one-to-one services by a dedicated person. In order to make the service more refined, text communication has also been added to the video process to provide customers with a smoother and barrier-free experience.

"There are no technical difficulties." Thanks to the stable technical support of Ant mPaaS and Alibaba Cloud, Yumin Bank was able to focus more on manpower scheduling and service design. Wen Jie said that in the future, he will also consider adding anti-fraud reminders for elderly users to ensure the safety of funds.

03

In the tide of the times, Yumin Bank is just one of the epitome.

Digital transformation has become a major trend in the financial industry, and the arrival of the epidemic has accelerated this process. The coverage of online business halls is expanding day by day, and multimedia technologies such as audio and video will become a vital part of it.

MPaaS, which has powerful audio and video capabilities, plays the role of the technology base in this wave. "Through the integration of AI, Internet of Things and other technologies, mPaaS can cover a variety of online application scenarios." Yang Xiaoliang, head of mPaaS video cloud business hall business, introduced that Ant mPaaS has participated in Bank of Tianjin, Bank of Qingdao, Tianjin Trust, Caitong The establishment of audio and video platforms for many clients such as securities has been widely recognized by the industry.

Technology is accelerating, and the "digital gap" among special groups such as the elderly and the deaf-mute has been gradually closed. In March 2021, the China Banking and Insurance Regulatory Commission issued the "Notice on Banking and Insurance Institutions to Practically Solve the Difficulties of the Elderly in Using Intelligent Technology", requiring respect for the usage habits of the elderly and creating a mobile banking app suitable for the elderly. Headed by Yumin Bank, more and more institutions are becoming pioneers on the path of aging financial services.

Mobile Internet is the basic construction of the new era. High bandwidth, high speed, low latency, richer and more efficient communication methods are made possible by this. technology surpasses the epidemic, and even surpasses human disability and disability.

One day, they will be able to cross the gap.

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