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Interactive Banker and the branch of the future

NCR Interactive Banker joins the ranks of new ATM and self-service technologies that are reframing the image of the traditional bank branch.

June 17, 2014 by Suzanne Cluckey — Owner, Suzanne Cluckey Communications

I can imagine one day, years from now, watching that old, old movie from 1975, "Dog Day Afternoon," on TCM with the grandkids when one asks, "Who are those people standing behind that big counter?"

I'll explain that they're "tellers," and that they used to do things like cash checks and take deposits. And then I'll explain checks and deposit slips. And, without success, the popularity in 1975 of leisure suits.

The term "teller," used in banking since the 1500s, seems bound for obscurity, to be replaced by some new and more descriptive term like "personal banking assistant," or "associate branch banker," or "banking services representative."

This future is being hastened along by the introduction of assisted self-service devices, or Intelligent Banker, as NCR Corp. calls its version of the technology.

Early this month, NCR Corp. officially introduced Interactive Banker, which joins the company's Interactive Teller device — introduced in 2011 — in the assisted self-service line.

Interactive Banker includes two components, according to a news release: The first is an advanced financial services kiosk that can complete up to 90 percent of typical branch transactions; the second is a sophisticated branch software program that runs on tablet PCs carried by bank staff, who are freed from the teller counter and able to personally assist customers at the kiosks, as needed.

"You’re bringing in the best of both worlds, where you have technology to help with the transaction, but also human touch or human intervention when necessary, or when it adds value," said NCR VP and GM of interactive banking Jed Taylor during a phone interview with ATM Marketplace.

Prior to his current position, Taylor was president of UGenius Technology, developer of the software that drives Interactive Teller and Interactive Banker. NCR purchased the company in January 2013.

Taylor said that information on the tablet — the scope of which is determined by the FI — gives the bank associate a view to transactions being carried out by customers at the self-service kiosks. Based on this information, the associate might choose to interact with the customer.

"For example, they may see that a customer has been at the terminal for potentially an excessive amount of time doing a particular deposit transaction," Taylor said. "[T]he staff member will have information on the tablet; they can go over and help that customer complete that transaction."

Another example might be a customer attempting to conduct a transaction that can't be completed within a self-service environment, per rules set by the FI — say a cash withdrawal that exceeded the limit.

The tablet would alert the bank associate, who could go to the customer to assist and — via the tablet, which has a connection to the core banking system — perhaps enable that transaction to go through, based on the customer's account information displayed on the tablet.

The tablet can also act as sales tool, Taylor said.

"Let's say there's an instance where the banker does want to interact with the customer, either for a transaction above and beyond or just to provide some assistance," he said. "They can also have access to marketing information and be able to make a meaningful and relevant offer to the customer that will help them."

Delivering this information through a personal connection makes it a very effective way for associates to upsell and drive revenue, he said.

Currently, NCR is engaged with a number of banks that are carrying out Interactive Banker pilots — some in the lab and some with employees, Taylor said. Wells Fargo has already tested the technology over several months and, based on favorable customer reaction, now has it in production.

“We’ve incorporated this technology in several stores, blending our self-service and full-service experience — allowing us to simply deliver great service," said Jonathan Velline, head of ATM banking and store strategy at Wells Fargo. "Our team members are central to the strategy, with innovative technology that supports them. Our customers like that they can easily move from self-directed to assisted within the same transaction, receiving the best of our digital and face-to-face service experiences."

This is what the technology is all about, Taylor said.

"Our vision for Interactive Banker is to be part of our overall interactive platform that can enable all different types of options," he said. "We're creating a platform that has a lot of flexibility — the ability to integrate, the ability to do different types of things."

The video below demonstrates the capabilities of Interactive Banker:

About Suzanne Cluckey

Suzanne’s editorial career has spanned three decades and encompassed all B2B and B2C communications formats. Her award-winning work has appeared in trade and consumer media in the United States and internationally.