SPD Bank
AI-powered digital human experience for trusted financial service and customer engagement.
How might an AI-powered digital human deliver trustworthy and emotionally approachable financial services across complex banking scenarios?
The team created a scalable vision for SPD Bank's AI digital humans, supporting future applications across banking services and positioning SPD as an early industry leader.
Designed an AI-powered digital banking assistant for SPD Bank's Innovation Lab, exploring how a 'digital human' could redefine financial service across mobile banking, offline branches, and future conversational channels. The project focused on wealth management, risk assessment, youth finance education, 3D virtual-human storytelling, launch demo videos, and service-oriented AI interaction in one of China's earliest financial virtual-human initiatives.
Challenge
SPD Bank needed to identify where AI-powered digital humans could create real value in financial services, rather than becoming a technology showcase. The challenge was to deeply understand customers' trust, curiosity, and concerns toward AI — especially around privacy, financial risk, advice reliability, and human replacement — and translate those insights into appropriate service scenarios where a digital human could feel useful, compliant, trustworthy, and emotionally approachable.
Solution
I led the team to define two differentiated digital-human service scenarios. For complex regulatory verification, we designed an official, professional banking persona to guide users through risk assessment, rights disclosure, product explanation, and compliant confirmation. For family-oriented wealth management, we created a more expressive virtual interaction experience around youth finance education, savings goals, parent-child decision-making, and long-term wealth habits, where users were more open to an engaging AI character.
Impact
Helped SPD Bank build a scalable foundation for service-oriented digital humans in finance, turning AI, 3D character design, banking compliance, and conversational UX into a concrete product vision. The initiative positioned SPD as one of China's earliest banking leaders in AI-powered virtual employees, earning national-level recognition through the 2019 WAIC SAIL TOP30 and later expanding into customer service, branches, mobile touchpoints, training, and sales scenarios.
About
SPD Bank
Shanghai Pudong Development Bank ranked 19th globally by tier-one capital in The Banker’s 2025 Top 1000 World Banks. One of China’s major commercial banks, it is advancing a bank-wide digitalization and intelligentization strategy spanning data infrastructure, AI-enabled operations, mobile services, and future-facing customer experiences.