At its interim results briefing for 2026 on August 31, Shanghai Pudong Development Bank Co.,Ltd. outlined a strategic push to equip frontline staff with AI-driven tools. Zheng Bo, the bank’s Chief Artificial Intelligence Scientist and Deputy General Manager of the Technology Development Department, explained that AI is fundamentally reshaping the supply of professional banking services. Previously, the depth and breadth of services were constrained by scarce expert resources; now, AI can efficiently aggregate and integrate expert knowledge, breaking through human resource limits and achieving a significant leap in the scalability of professional service capabilities.
“Achieving this requires a solid architecture and rich application scenarios, which form the core of our digital infrastructure and AI construction efforts,” Zheng noted. He summarized the first-half progress under two key themes: “one foundation” and “two transformations.” First, the bank has strengthened its enterprise-level architecture by launching major restructuring projects in areas such as supply chain finance, tech finance, and inclusive finance. Using supply chain finance as a pioneering benchmark, the project has reused 21 enterprise-level capabilities, consolidating customer manager operating entries from five down to one, and reducing manual input fields from 110 to just 10, with deployment now live across 37 branches.
Second, the bank has achieved two notable shifts in AI adoption. The first shift is AI’s evolution into a stable driver of productivity in high-frequency operations. By applying intelligent agents to reshape operational processes, the bank launched 108 AI pipelines in the first half alone. The second shift is AI’s move from task assistance to business enablement, as seen in the dual-platform coordinated marketing between mobile banking and its inclusive finance channel, with intelligent applications serving over 2.9 million customers during the period.
Looking ahead, Zheng stated that Shanghai Pudong Development Bank Co.,Ltd. will focus on developing an AI flagship product tailored for frontline relationship managers to elevate service delivery at the customer level. Why this focus? Zheng explained that these managers represent the final link in converting service capabilities into customer value, given their high interaction frequency and concentrated professional value. “Our goal is to provide every relationship manager with an expert team, enabling them to better serve our clients together,” he said.
“We will continue to merge expert wisdom with AI, turning professional expertise into tangible customer experiences, and using AI to create value that rewards the trust placed in us,” Zheng concluded.