"Why would I drive to talk to a video screen?" Six Video Teller Mistakes to Avoid

It’s not a live-in-person teller, and it’s not an ATM. But, based on conversations I’ve had with some of my older, more set-in-their-ways relatives, it may be the only way to get certain people to make use of a “machine” to do their banking.

American Banker photo

The interactive video teller machine certainly looks like an ATM, but the remote human being on the other end ready to interact with the customer humanizes it. Banks are using interactive video teller machines to exploit excess space in underused branches while also making best use of thinning personal. It’s also an “entry device” for an older generation that is insecure with bank transactions that don’t include the human touch.

Adoption of video ATMs can be challenging. One key consideration is to encourage adoption by having the machine mimic human behavior for transaction processing. Consistency of the experience insures the client can bypass the teller and get the same systematic response. See white paper for more details.

However, the question remains: “Why would I drive somewhere to talk to a video screen?” This article at American Banker presents six video teller mistakes banks can identify and avoid in order to make the experience a worthwhile one for their customers who appreciate an interactive rapport with a human being – – even if it’s through a mechanical go-between.