On August 29th, Bank of Communications held its 2025 interim performance briefing. Qian Bin, Vice President and Chief Information Officer of Bank of Communications, stated that the bank positions digital transformation as a crucial pillar of its group strategic transformation. Over the past three years, the bank's technology investment ratio and growth in technology personnel have consistently led peers in the industry. Through comprehensive digital reforms both internally and externally, the bank has achieved significant results in operational efficiency improvement, customer experience optimization, and business growth.
Qian Bin pointed out that as a major reform initiative this year, the Digital Operations Center has built a new system of "digital empowerment, direct operations, and centralized management" around retail business, becoming a core driver of transformation.
In strengthening direct operations, the center uses digital methods to break through traditional operational limitations. Based on online customer profiling, it establishes a volume-price calculation mechanism and implements differentiated service strategies. Through model strategy optimization, the personal mobile banking platform has improved loan approval rates and withdrawal rates by 67% and 83% respectively compared to previous models. The telephone banking system adopts customer event-driven marketing lead strategies, with productivity improving nearly 80% compared to ordinary strategies. In the first half of the year, online direct operations consumer loan balances surged 153% year-on-year, personal mobile banking personalized service conversion rates increased more than twofold, and monthly active users (MAU) at the end of June grew nearly 10% compared to the same period last year.
The sharing and reuse of basic capabilities has accelerated the integration of online and offline services. The center has innovated a "online outreach + offline follow-up" courier-style marketing model, which has shown significant results when applied to personal business loans. In the first half of the year, through precise customer outreach via multiple channels including mobile banking and telephone banking, personal business loan balances achieved a net increase of 9.5 billion yuan from the beginning of the year, with authorized customers withdrawing 12.1 billion yuan. The "Cloud Bank of Communications" remote video service handled 1.3 million transactions, growing over 90% year-on-year. Its intelligent counters comprehensively utilize AI audio-video and remote service technologies, covering most business scenarios of traditional branches. At branches such as the Wuhan Optics Valley branch, 90% of customers choose to conduct business through intelligent counters, achieving "minute-level" completion of wealth management, social security, and other services.
In the centralized operations field, the bank has deepened the application of digital technologies, achieving centralized risk management for retail asset business and closed-loop complaint handling. Through intelligent quality inspection, AI verification robots, and other technological empowerment, the quality and efficiency of centralized operations have steadily improved, effectively releasing frontline service capacity. Qian Bin stated that intelligent counters are driving revolutionary changes in commercial bank branch service models and will further enhance the accessibility and convenience of financial services.