The NCR APTRA Interactive Teller uses telepresence technology to deliver real-time customer service to ATM users, offering help and advice remotely.
Queuing for banking services can be a pain for customers, but telling machines can often be confusing or tricky to operate. The NCR APTRA Interactive Teller uses telepresence technology to deliver real-time customer service to ATM users, offering help and advice remotely.
Acting as a cross between automated and personal customer service, the machines feature a video and speakers that enables two-way audio-visual communication between the user and an operator located elsewhere. At any time during use of the ATM, customers can choose to connect with a bank teller, who can offer support on how to use the device, give financial advice or market new products. The system enables banks to deploy a more cost-effective solution to situating staff on site and helps them to deal more efficiently with fluctuating customer demand. Although designed to augment face-to-face banking services, if successful the APTRA system could provide services in non-traditional hours, or even lead to an entirely automated bank.
We’ve already seen an ATM designed for illiterate users, and the NCR APTRA machine is another device that opens up accessibility for bankers that need help with electronic banking, as well as making automated services more personal. Could this technology have applications in other industries?