In recent years, ICBC has been actively promoting the “human + intelligent machine” service mode to enhance service capacity of outlets and customer experience. ICBC's intelligent service outlets has so far amounted to 10,000, accounting for more than 60% of total outlets. Over 90% (more than 200) of personal counter services can be handled through intelligent service channels. All ICBC outlets in Mainland China are expected to realize intelligent service in 2017.

According to an official with ICBC, to meet demand for diversified, customized and convenient financial service, ICBC has continued to explore intelligent service mode featuring manual service assisted by intelligent devices. In service method, customers may easily handle most banking businesses through various intelligent devices such as intelligent teller machine, products reception machine and smart printer. The intelligent teller machine provides the touch-type operation menu with user-friendly convenient interface. The intelligent printer enables self-services such as voucher printing, statements inquiry, printing and stamping. The products reception machine can offer bank card, USB-Shield safety token and other important products. Through smart services, it only takes two or three minutes for customers to apply for a new bank card or USB-Shield for online transactions.

In terms of customer experience, the intelligent service creates a modern and intimate service environment. To handle business in ICBC intelligent outlets, customers are free from filling of paper documents and repeated signatures. Only a screen touch is required to go through the whole process from image recognition, document reading, electronic signature to manual verification. Customers may save 70% -80% of time using intelligent services compared with counter service. Also, with smart services, the separated counter is replaced with a spacious, cozy lobby. When helping customers to handle the business through modern intelligent devices, bank clerks may communicate with customers side by side rather than through the electronic speaker at the opposite side of the window, which greatly enhances customer experience.

In terms of security, intelligent services not only have the original ICBC security protections, but also provide new security tools. For example, when using the intelligent devices at the outlet, customers input all information directly, which avoids possible mistakes caused by indirect inputting. Customer’s identity is verified by the bank clerk with the intelligent PAD, which can prevent fraudulent use of identity. In addition, intelligent devices are also equipped with new high-tech functions like anti-peeping screen, which can protect customer privacy and information security.