A thought experiment: the future of banking and post offices with service robots

Imagine a world in which banking and post offices undergo an exciting transformation through the use of service robots that revolutionises the customer experience. In the branches, these technological helpers take on a variety of tasks and make the visit to the bank or savings bank as well as the post office more pleasant and efficient.

In banks and savings banks:

Greeting and small talk

You enter the branch and are welcomed by a friendly robot with a charming smile. These robots are not only polite but actively interact with customers and make small talk, creating a welcoming atmosphere. The friendly greeting and casual conversation shorten the waiting time, and the visit turns into a pleasant experience.

Providing information

These robots are true information hubs. Equipped with modern technologies such as VSLAM (Visual Simultaneous Localization and Mapping), stereo vision and lidar, they can orient themselves perfectly in their surroundings and provide precise information. On the robots' displays, customers receive detailed explanations, for example on how to use the bank and savings bank apps. They learn how to fill in transfer forms correctly and how to make the best use of digital services. These interactive explanations considerably ease access to digital services and increase the efficiency of customer interactions.

Support with navigation

Another capability of the robots is support with navigation/accompaniment within the branches. In a clear and friendly tone, they guide customers to the right meeting room and help them find their way around the branch. This floor-manager function ensures efficiency and satisfaction by making sure that customers find the desired service quickly and effortlessly.

In post offices:

Customer information and advice

Here, too, service robots take on numerous tasks. They provide information on shipping options and prices, advise on various services such as registered mail and mail forwarding, and give information on fees. Thanks to their voice AI and operating panel, customers can retrieve information intuitively and interactively, which simplifies the entire advisory process.

Accepting letters and parcels

The helpers offer guidance and support with placing letters and parcels into the appropriate boxes or machines. They provide information on the required packaging materials and their correct use. This service ensures that customers pack and address their items correctly, avoiding misunderstandings and errors.

Postident

The identity verification procedure, by scanning ID documents and biometric verification, is also handled by the robots. This process, which is often perceived as time-consuming and complicated, is considerably eased by the precise and fast technology of the robots.

Sale of stamps and packaging materials

Robots in the post office sell and dispense stamps, envelopes and packaging. They provide information on postage and packaging requirements, making customer service more efficient and customer-friendly. This support saves customers a lot of time and relieves the staff.

Forwarding service and storage

The robots accept forwarding orders and manage them reliably. They also assist with setting up storage orders for mail during longer absences. These services ensure that important mail is managed securely even when the recipient is away.

Registered-mail service

They help with creating and tracking registered mail and provide comprehensive information on the status and proof of receipt of registered items. This functionality increases transparency and security for important shipments.

Branch service

The robots answer general questions about the branch and the services offered. They display waiting times and call customers forward for service, making the flow within the branch more efficient. These functions make a significant contribution to making the visit to the post office stress-free and pleasant.

Conclusion

This thought experiment shows examples of how technological innovations can improve the customer experience. By combining greeting, the provision of information, support with navigation and a wide range of services, these helpers offer real added value. They help to make services more accessible and pleasant and open up exciting prospects for the future. The digitalisation of branches is advancing, and with it a new, exciting era is beginning that will leave a lasting good impression on customers.