en.Wedoany.com Reported - The 2026 Lujiazui Forum, currently underway, has identified the profound reshaping of the financial industry by artificial intelligence as a key topic. Participating guests believe that while technological empowerment is important, risk control, cost balance, and global governance are also issues that need to be discussed at present.
Zhang Hui, Vice Chairman and President of Bank of China, pointed out that the deep integration of technological innovation and financial transformation is driving a fundamental shift in the development paradigm of the banking industry, mainly reflected in three aspects: reshaping the service paradigm, making digital financial services that balance inclusivity, professionalism, and personalization possible; reshaping the value creation model, effectively promoting cost reduction and efficiency improvement by embedding AI into customer service, marketing, approval, risk control, and operations; and reshaping the management paradigm, driving the transformation of banks from experience-driven and labor-driven to data-driven and intelligence-driven.
Zhang Weizhong, Chairman of SPD Bank, stated that the development of artificial intelligence is not point-based or gradual, but a comprehensive leap and progression. He observed that in the past, many financial institutions tended to offer standardized products, struggling to meet diverse and customized needs; now, with the help of data analysis and scientific reasoning, products can achieve "thousands of faces for thousands of people," tailoring solutions based on each customer's asset status and risk preferences.
Steve Finch, Executive Management Team Member, President and CEO of Asia at Manulife Financial Corporation, shared the value of AI in customer service from a practical perspective. He believes that digital technology can build "frictionless" digital services, providing customers with more comprehensive protection and health technology support. Manulife Financial's AI Agent already has 100,000 intelligent service nodes, and its AI sales professional tool launched in Hong Kong can integrate massive customer data and provide highly customized professional advice based on it. Risks cannot be ignored either. Finch emphasized that innovation expansion must be supported by a sound governance system. He stated that governance is not a barrier to AI innovation, but a solid foundation. Making the system more robust and resilient within the regulatory framework, while protecting customer data privacy and controlling systemic risks, also requires retaining flexibility for innovation and experimentation. A flexible regulatory system can maintain public trust without making innovation difficult.
Zhu Ning, Professor of Finance at the Shanghai Advanced Institute of Finance (SAIF), Shanghai Jiao Tong University, also pointed out that AI brings three major empowerments to the financial industry: knowledge equality, significantly lowering the threshold for information acquisition and analysis; efficiency improvement, replacing repetitive labor and strengthening decision-making capabilities; and human-computer interaction, providing substantial assistance to customer service in the high-end service industry of finance.
Zhu Ning also emphasized that AI will have profound impacts in three areas: at the micro level, AI may lead to overconfidence and "composition fallacy," exacerbating human irrational decision-making; at the ethical level, societal anxiety about AI "replacing" humans is rising, and whether the speed of its growth needs to be limited in the future has become a topic for discussion across society; at the governance level, if AI is misused or engages in autonomous harmful behavior, there is currently no clear global regulatory and punishment mechanism, requiring in-depth exploration through international cooperation.
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