Diebold unveils concept banking “experience” at Money20/20
ATM maker Diebold has unveiled a new concept banking platform with four “experience zones” at the Money2020 conference in Las Vegas. The concept aims to demonstrate how banks can combine convenience, security and self-service with a low cost ‘footprint’.
The features include touch surfaces and sensing devices meant to attract passers-by, smart glass and video tower walls, NFC, location-based proximity sensors provided by iBeacon, and motion detection to identify customers, monitor traffic and personalise marketing content.
It includes queue management, in which customers can get in line for a session with a virtual teller, remote teller or to withdraw fast cash from their mobile device before they arrive, or from the concept’s exterior touch screen panels.
Cardless transactions are provided through a QR code or NFC to authenticate the user and enable secure transactions without a card or PIN code. The mobile device acts as the main interface for private transactions. Customers can also use ApplePay.
Diebold also says it has installed intelligent virtual tellers, in which an intelligent avatar provides virtual teller services to customers that need to complete a more complex transaction. It is ‘intelligent’ because it uses natural language recognition, virtual assistant and directional audio and cash-in/cash-out technologies.
The concept also includes remote experts via two-way video. Vistors can connect live with a remote financial expert for face to face consulting services, which would previously normally be only available in branch. Diebold used privacy glass and digital projection and directional audio to maintain privacy for customers. The system will also help the remote expert by giving them information about who the customer is and where they are in their transaction.
The idea behind it all is to allow banks to connect with consumers in places like a shopping mall or an airport, without having to actually staff a bank branch. It is also meant to be used for markets that are experiencing rapid growth in banking services.
“It’s very exciting to hear customer feedback on how they could leverage the capabilities and data behind this concept,” said Devon Watson, vice president, new business and solution incubation at Diebold. “Our research insights, iterative design-engineering cycle and strong collaboration are yielding truly innovative outcomes – fast. The Responsive Banking concept is just one way we are introducing new thinking and new solutions for technology-enabled experiences that create engaged, satisfied consumers.”