Bank of America is adding what the company calls the "human touch of a teller" to the customer's ATM experience. In a statement, the company says that the service provides additional hours of personalized service for customers who need it:
"The new technology gives customers access to a range of services during extended hours to address their daily banking needs, and provides them with convenience, control and flexibility over how, when and where they bank. Using the new ATMs, customers can speak with a Bank of America teller via real-time video and receive the same quality of personal assistance they would if they walked up to a banking center counter."
The statement also says that ATMs in Boston will be the first equipped with the service, with other locations rolling out throughout 2013. In case you fear this will replace your beloved teller at the branch, Bank of America assures us, "Banking center tellers will still be available for customers who choose to conduct their banking transactions in person" (for the few diehards).
- Who do you think will make most use of the voice chat service? Under what circumstances would you?
- What are the costs to Bank of America of implementing the new service (financial and other), and what are the benefits? What else do you think factored into the company's decision to offer this innovative service?