First Citizens Bank Implements "Self-Service" Banking

USA -- In an attempt to improve the customer experience at its branches, First Citizens Bank has implemented self-service "intelligent" kiosks in two of its branches and will deploy them in 40 branches by the end of next year.

The move comes after the financial services industry discovered that introducing self-service technology can not only cut waiting times, it can actually improve customer's perceptions of the service they receive.

The machines enable customers to perform a number of banking tasks, such as make cheque or cash deposits, which are then validated by a member of banking staff. This allows staff to deal with more customers and speed up waiting times.

The bank has also employed "greeters" to encourage people with suitable transactions to use one of the self-service machines, as well as help users with any difficulties.