How Postal Savings Bank Integrated Online and Offline Channels for Intelligent, Seamless Service

Facing national strategic goals for digital‑economy development, Postal Savings Bank (PSBC) adopted a "customer‑centered" philosophy and leveraged core technologies such as audio‑video, digital humans, and large‑language models to accelerate the construction of an online‑offline integrated service platform, creating a three‑dimensional "on‑site + remote" financial service network.

Project Background and Strategic Layout

Rapid advances in new technologies and deep changes in customer needs have driven a profound transformation in the banking industry, exposing three structural challenges: (1) channel and service bottlenecks—insufficient outreach of traditional branches and slow transition from "sitting merchants" to "traveling merchants"; (2) pressure on development momentum—stagnant branch transaction growth and capped operational efficiency; (3) lagging risk‑control models—reliance on manual controls that struggle with hidden, complex risks.

Core Construction Measures and Technical Highlights

Collaborative online‑offline platform – Optimized business processes to create a unified service system that directs traffic, handles transactions, and delivers precise marketing, while introducing "scan‑to‑process" and "online payment + offline collection" to cut waiting time and improve convenience.

Multi‑channel "traveling merchant" model – Combined physical branches, smart terminals, and mobile outreach to serve rural areas, deploying ITM smart terminals for a "one‑village‑one‑touchpoint" solution and enabling remote experts to assist via real‑time video.

Inclusive service for diverse groups – Built an elder‑friendly service layer with virtual‑hand guidance, voice prompts, magnification, and adaptive UI, plus specialized pension and emergency loan products.

Government‑bank collaboration – Integrated public‑service functions (e.g., social‑security verification, card issuance) into a single 7‑minute workflow, and co‑located smart counters with public‑housing‑fund services to achieve one‑stop processing.

Technology‑driven security and risk control – Employed biometric authentication, national‑level encryption, data desensitization, dual‑recording, and AI‑assisted risk identification to ensure end‑to‑end traceability and compliance.

Technical Innovations

The platform upgraded its audio‑video core using WebRTC, introducing a weak‑network dynamic assessment model that improved video quality adjustment efficiency by 35 %. Switching from RTMP to RTP reduced transmission latency by an order of magnitude, while key‑frame retransmission success reached 99.9 %. Security was reinforced with SM3 certificates and a secure transmission mechanism compliant with financial regulations.

Project Value and Industry Implications

Implementation yielded multi‑dimensional benefits: deepened inclusive finance by extending services to villages and towns; accelerated the bank’s digital transformation from a transaction‑center to an open service ecosystem; reshaped service paradigms into a fully integrated, omni‑channel model; and built a proactive, technology‑enabled risk‑control framework that replaces manual safeguards with intelligent, transparent controls.

Conclusion and Outlook

PSBC’s integrated platform demonstrates a practical answer to digital‑era banking challenges. Looking ahead, the bank plans to further embed AI and data‑intelligence to expand perception, interaction, and service capabilities, continuing to deliver more personalized, efficient, and comprehensive financial experiences.