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Digital Capability to Reduce Financial Inequality

15 พฤษภาคม 2563
Digital Capability to Reduce Financial Inequality
          Nowadays, everyone and every organization has probably realized that if they do not want to be hit by digital disruption—to be interfered with or attacked digitally until their lifestyle, work, and business are disrupted—they must adapt and shift their strategies from defensive to offensive ones. Simply put, if they want to survive and continue to grow, they need to change. As dictated by the law of nature, the survivor is the one who can adapt.

          Ngern Tid Lor has been getting ready for such changes by focusing on developing five digital capabilities, including:
 

1. People and Design


This capability is an important starting point as it helps to develop other capabilities. Ngern Tid Lor is developing this capability having switched to a Scrum team collaboration method based on the agile concept that emphasizes communication within a team, enabling members to work faster and more efficiently. It has also adopted the lean approach to split a task into smaller parts for continuous development. For example, a software development team may take months (or years) to develop a new program. After dividing the project into smaller parts, the time needed to correct and test a complex system can be reduced.
 
people and design
 

2. System Connectivity


Because we understand that financial needs can arise anytime and anywhere, fast branch services alone are not enough. Therefore, Ngern Tid Lor began to develop system connectivity to connect its service systems with Line BC to enable customers to view their account status or insurance policies and request top-up privileges via mobile phones.

In addition, Ngern Tid Lor has connected its system to the ATM network, allowing customers to use Ngern Tid Lor cash cards to withdraw money from ATMs nationwide when urgent needs arise.
 

3. Robotics Process Automation (RPA) and Straight Through Processing (STP)


Another important digital capability developed by Ngern Tid Lor is robotic data processing to reduce back office workload. Robotic process automation (RPA) can handle repetitive tasks such as copying, filling, and editing data, as well as checking, analyzing, and calculating large amounts of data. In addition, chatbots are used to answer customer questions on Facebook.

Chatbots allow customers to get their answers faster without having to wait when large numbers of customers are asking questions at the same time. Our first chatbot which launched in November 2019 can perform the equivalent of 16 call center staff, and it can provide understandable responses up to 95%.
 
RPA and STP

Our next project is to create a perfect service without human intervention or straight through processing (STP). Marketing analysis will be used to support the development of a bot to sell insurance policies online. Customers can simply log in, enter information, and make payment to get their insurance policies, just like buying drinks from a vending machine.
 

4. Machine Learning


The development of machine learning will benefit the study of customer behavior. Not only will it help classify customer preferences, machine learning can identify the right time to call customers and confirm customer identity from audio or photos.
 
In today’s world, information is power. The transformation to advance toward a farther and faster future does not solely depend on having more information but also requires effective data analysis and smart application of information.
 

5. The Combination of All Four Capabilities


Combining all capabilities Ngern Tid Lor is developing a mobile application to deliver a new digital experience for underbanked customers. The first version to be released will contain features that enable customers to make 11 types of transactions via mobile phones. Beside viewing their status, customers can use the app to apply for Ngern Tid Lor cash cards and to change pins. In the future, the app will allow users to withdraw cash from ATMs. Privilege for customers who have made payments on time will also receive reward points which can be exchanged for prizes.

The digital capabilities mentioned above allow Ngern Tid Lor to deliver financial betterment fairly and transparently, through products and services that are suitable for customers in a simple, convenient, and fast manner.

Of course, while developing innovation to reduce financial inequality, Ngern Tid Lor continues to provide financial education to our customers and to create opportunities for them to become fully digital citizens.
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