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  Technology also brings with it the issue of cybersecurity – the second exclusionary force. Based on the feedback received, there is a general lack of education among
the public to understand or keep pace with continually emerging cybersecurity risks. A growing list of cybersecurity breaches exemplify the concern as to consumers’ data being compromised by computer viruses or hackers who exfiltrate passwords and personal data. But cybersecurity
is not limited to software, as the physical hardware is also important. A prime example of this is when one respondent told us about when he upgraded his smartphone to a newer model. The original phone used fingerprint recognition
to log into his banking apps, however, the new phone required face-recognition. Unable to navigate the settings requirements, this respondent asked the phone sales representative to set up access to his banking apps, since he did not know who to talk to at the bank. This raises the broader issue of whether it should be the banks assisting customers with their hardware; given it is also an integral part of the security matrix for virtual banking?
另一個與科技相關排拒因素是網絡安全問 題。根據受訪者的回應,市民一般缺乏所需知 識理解或跟上網絡安全風險的發展。網絡安 全事故日增,消費者日益關注其資料被電腦 病毒破壞,又或被破解密碼或侵害個人資料 的黑客利用。網絡保安並不限於軟件,硬件也 十分重要。其中一名受訪者告訴我們,他將智 能電話升級至新型號的經歷。原有的電話以 指紋認證方式登入銀行應用程式,但新電話 只能使用人臉識別。他掌握不了設定要求,又 不知道該向銀行的什麼人求助,最終請銷售 智能電話的營業指導他設定連接銀行應用程 式的途徑。這引伸到另一個問題:硬件是虛擬 銀行保安技術的組成部分,硬件上的問題是 否應由銀行協助客戶處理?
第三個排拒因素,是缺乏人與人的接觸和面 對面的交流互動。傳統以來,銀行以實體存在 作為信任和信心的基礎,但使用虛擬銀行服 務的客戶,只可透過屏幕與銀行互動。有問題 的時候,聊天機械人可如何協助?假如問題出 在應用程式本身,又該怎麼辦?銀行並非硬件 或基礎設施的擁有人,是否具備相關的知識 提供協助?此外,服務質素方面,有關服務有 多切合個人需要?預先設定的、機器化的運 算,會否導致客戶的產品選擇減少?
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 “沒有銀行戶口及支付工具,便無法為得不到 銀行服務及銀行服務不足的人士提供電子商 貿安排。
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