IBM's Virtual Bank Teller
Money in the Bank
The IBM Bari research laboratory in Italy has developed a virtual bank teller to communicate and interact with customers.
The virtual bank teller is designed to work across a bank’s local branch network from one central site. In the bank’s local branches, the interactive kiosk can be introduced to support traditional front office services, especially at peak hours. In some instances it could even replace traditional operations, giving customers the sense of a more personal interaction.
Business benefits include not only the ability to enhance customer service, but also the ability to differentiate one’s financial service company from the competition by means of offering multiple channels for consumers. The management of human resources can be optimised by deploying skilled resources in the most efficient manner across the branch network without the need for physical relocation.
Further potential benefits and innovations include seasonal capacity modelling to meet seasonal increases in demand at vacation locations, or the dedicated provision of specialist skills to support events such as mergers and acquisitions. The kiosk also provides a flexible new customer relationship management channel, which allows banks to upgrade their branch network, roll out new products and integrate new services in a simple and consistent manner across the entire estate.
“With increasing global competition, banks are under increasing pressure not only to innovate, but also to improve and personalise customer experience and to optimise staff deployment,” said Maurizio Brun, Director Financial Services Sector IBM Italy.
Friday, September 5, 2008