3. More Self-Service and Automation
In the branch of the future, routine banking transactions will be handled through self-service kiosks, mobile apps and interactive digital interfaces.
“Tools for ATMs, online and video banking have replaced manual transactions that were once done by tellers,” Crossett writes.
Marc Healy of The Element Group, a firm that designs, builds and remodels banks, explains that consumers have been trained to use digital tools with minimal support. “However,” he writes, “digital users have come to expect their in-person customer service experiences to be just as fast, convenient, and hassle-free.”
Healy says that self-service kiosks can take deposits, scan documents, authenticate users and display product demos. Virtual teller agents can also remotely access the branch via two-way video.
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4. AI and Data-Driven Personalization
Artificial intelligence can power personalization for bank branches. AI can automatically comb through vast amounts of data to surface insights for better customer service.
“Using AI-powered algorithms, we can observe individual behaviors, interests and demographics to identify those actively seeking financial products or services,” Erin Pryor, a First Horizon Bank executive, tells The Financial Brand. “Our bankers can use this information to enhance their conversations and provide better solutions for clients.”
AI-driven chatbots and virtual assistants inside the branch can answer customer questions and guide people to the right services, creating a seamless blend of digital and in-person support. The technology can also help banks optimize their business.
“Gen AI can act as an assistant or a coach to employees by helping them do their jobs more efficiently and ultimately enabling them to focus on strategic, high-impact activities,” write Google Cloud’s Zac Maufe and Toby Brown in a company blog.
5. Security and Fraud Prevention
As branches integrate more digital services and automation, IT leaders must implement more protective measures to safeguard financial information.
For instance, machine learning can help banks root out fraud by analyzing transactions in real time to identify normal customer behavior and flag deviations for employees to review.
Zero-trust architecture can also protect data by requiring that all users — including customers and employees — and devices be authenticated and continuously validated.
Biometric scanning of a customer’s face or fingerprint can provide quicker and easier alternatives to other security methods, such as passwords and multifactor authentication. This can help ensure that a user’s experience with a branch is frictionless.
