The bank branch of the future
The number of banks using video consulting and telepresence terminals continues to rise. Not least the corona conditions are forcing a change in the otherwise rather classic banking sector. The current situation therefore gives new opportunities to already existing trends like virtual reality.
Initial Difficulties
What will the bank branch of the future look like? The keyword is telepresence terminals. These are terminals at which customer conversations can be conducted digitally. Before the Corona Pandemic, video consultations were not used very much. Services such as online advice for customers who want to open a new account or make transfers were also less relevant. There were often some prejudices about the security and privacy of video consultations, and in addition, customers were previously quite camera-shy. Business transactions were sometimes not possible because no digital signature could be provided.
The number of banks using video consulting and telepresence terminals continues to rise. Not least the corona conditions are forcing a change in the otherwise rather classic banking sector. The current situation therefore gives new opportunities to already existing trends like virtual reality.
Initial Difficulties
What will the bank branch of the future look like? The keyword is telepresence terminals. These are terminals at which customer conversations can be conducted digitally. Before the Corona Pandemic, video consultations were not used very much. Services such as online advice for customers who want to open a new account or make transfers were also less relevant. There were often some prejudices about the security and privacy of video consultations, and in addition, customers were previously quite camera-shy. Business transactions were sometimes not possible because no digital signature could be provided.
Overall acceptance by society
However, a rethink is currently taking place and the Corona Pandemic is also having a kind of habituation effect. Videoconferencing is generally used more frequently, whether in the office or in private use. The change in communication routines is taking place across generations. The younger generation was from the beginning more inclined to use online consultations from the comfort of their own homes, or has in some cases already successfully adopted this approach. The older generation, on the other hand, prefers a simulation of a personal customer meeting without headset in a closed room. Just as telepresence terminals make it possible.
Benefits
Smaller banks in particular rely on service terminals to save costs and adjust their opening hours. It is absolutely necessary that all banking transactions are possible at the terminal, which were also possible at a normal bank counter. Some banks are already in a position to offer construction financing and credit advice in addition to their daily business. In a VR project of eKiosk, a feature for the hearing impaired was even set up. This makes it possible to have the hearing aid automatically connected to the terminal in order to switch the sound to the client’s hearing aid. Volksbank Raiffeisen Bank also equips its branches with a telepresence system (VR eKiosk). The self-service terminals will be tested extensively for one year.
Digital customer care therefore makes sense even after the Corona crisis. In future, banks will be able to deploy staff more efficiently and at the same time be close to their customers by offering full service from home or in smaller branches.
Overall acceptance by society
However, a rethink is currently taking place and the Corona Pandemic is also having a kind of habituation effect. Videoconferencing is generally used more frequently, whether in the office or in private use. The change in communication routines is taking place across generations. The younger generation was from the beginning more inclined to use online consultations from the comfort of their own homes, or has in some cases already successfully adopted this approach. The older generation, on the other hand, prefers a simulation of a personal customer meeting without headset in a closed room. Just as telepresence terminals make it possible.
Benefits
Smaller banks in particular rely on service terminals to save costs and adjust their opening hours. It is absolutely necessary that all banking transactions are possible at the terminal, which were also possible at a normal bank counter. Some banks are already in a position to offer construction financing and credit advice in addition to their daily business. In a VR project of eKiosk, a feature for the hearing impaired was even set up. This makes it possible to have the hearing aid automatically connected to the terminal in order to switch the sound to the client’s hearing aid. Volksbank Raiffeisen Bank also equips its branches with a telepresence system (VR eKiosk). The self-service terminals will be tested extensively for one year.
Digital customer care therefore makes sense even after the Corona crisis. In future, banks will be able to deploy staff more efficiently and at the same time be close to their customers by offering full service from home or in smaller branches.