Robots are impacting multiple industries, and the banking industry is no exception.
Financial institutions across the world are beginning to use them for tasks ranging from counting money to handling customer requests in an effort to not only simplify tasks but to transform the branch experience.
"From the moment of loading into special trays for recalculation to the moment of forming ready-made banknote spines, it works independently, performing all digital operations, including laying banknotes in the counting and sorting machine for recalculation, removing processed banknotes (spines of 100 sheets), placing them in the bander machine, and forming rolls with ruined bills and those subject to further examination," a spokesperson for
In essence, these robots act as a cashier that "processes the received cash, including recalculation, sorting, orientation and packaging," the spokesperson said.
With this particular robot, customers do not interact with it, because it just handles the cash. However, other banks are exploring robots that can directly chat with customers, such as the
Created by SoftBank Robotics, Pepper, the nearly 4-foot tall robot with big eyes and a smile, delivers a fun experience for guests, said
"Pepper can recognize and interact with people. Pepper can also answer a series of preprogrammed questions, pose for selfies, and even dance if asked," he said. "To do this, Pepper is equipped with infrared sensors, bumpers, an inertial navigation unit, 2D and 3D cameras, and sonars for omnidirectional and autonomous navigation. It can perform multimodal interactions through touch sensors, LED lights and microphones. The touch screen allows Pepper to display content that highlights messages."
Olivia, found at multiple locations of the
The bank also plans to expand Pepper's capabilities to make it more inclusive for customers on the autism spectrum as well. The robot has largely been received positively by guests, according to Rice.
"A humanoid robot isn't something people typically see in a banking location, so the first reaction is often curiosity," Rice said. "Once members start interacting with Pepper, they have found it to be an engaging experience that has enhanced their visit to our location. We're looking forward to expanding our use of Pepper based on member feedback in the future."
What about jobs?
One concern surrounding robots, however, is the possible effect they'll have on jobs. For these two deployments in particular, the impact has varied.
With
"We recognize that it is people who transform lives," Rice said. "So, the technology frees up our staff to sit down with members, to talk about the things that are important to them, the things that are challenging them at their stage of life and empower them to make good decisions that help them reach their goals."
The overall goal of both of these robots is not to reduce the number of employees but rather to deliver a more effective and impactful bank experience.
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