OREANDA-NEWS. November 01, 2012. ICBC has recently launched intelligent voice recognition Telephone Banking services, first such services in China, to offer customers convenient access to ICBC financial services through Telephone Banking, reported the press-centre of ICBC.

The new bank-by-phone services are now available to all VIP customers nationwide through 4006695588. Dalian Branch, Qingdao Branch, Xiamen Branch and Ningbo Branch are offering the new services to customers via customer service hotline 95588, which will be available nationwide soon.

For customers to use the intelligent voice services, just call ICBC VIP service hotline or 95588 (in Dalian, Qingdao, Ningbo and Xiamen), then press # key. ICBC's intelligent voice Telephone Banking services use industry-leading voice recognition technology to identify the customers automatically and correctly judge the services required by the customers. Customers no longer have to listen and navigate through the voice prompts to select the services required. Instead, just say the name of the services such as "check balance", "transfer", "fixed deposit", "check interest rate", and immediately go to the services. Customers using the new intelligent services only need to follow the voice dialogue 2-3 times instead of pressing phone buttons 5-8 times. This reduces the number of interactions dramatically on average.

Through the implementation of intelligent voice technology, customers using Telephone Banking services no need to press the phone buttons so many times, no need to remember and understand the grouping and terminology of bank's financial services, said industry insiders. The new services improve the customer experience in Telephone Banking since customers just "say" what services they want.

As related by an ICBC executive, ICBC leads the industry in the development and launch of Telephone Banking services. Among the banks in China, ICBC offered Telephone Banking services as early as in the 1990s. With a focus on utilizing technology to deliver excellent services, ICBC set up Telephone Banking Service Centers in Beijing (headquarters), Shijiazhuang, Hefei, Guangzhou, offering 625 functions under 4 large service categories (personal customers, corporate clients, credit card services, VIP hotline), in Mainland China and 14 countries/territories.