15 December 2017
Karthik Narasimman

Blog on Banking Trends

Karthik Narasimman - EDGEVERVE SYSTEMS LIMITED

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Hologram of Brand Ambassador Celebrity can be deployed in Customer Service in Banks

07 September 2017  |  15574 views  |  0

In near future when u visit a Bank Branch or Shopping Mall or Airport / Bus Service. We may be welcomed by a Virtual Front Office Service Assistant through Hologram Technology.

Hologrom technology is not a Threat to Human Receptionist. But it could be a game changer in providing Best in Class - Virtual Real Time Human experience to customers. More importantly consistent service with same human emotions feel!

Holography is the science and practice of making holograms. Typically, a hologram is a photographic recording of a light field, rather than of an image formed by a lens, and it is used to display a fully three-dimensional image of the holographed subject, which is seen without the aid of special glasses or other intermediate optics. The hologram itself is not an image and it is usually unintelligible when viewed under diffuse ambient light. It is an encoding of the light field as an interference pattern of seemingly random variations in the opacity, density, or surface profile of the photographic medium. When suitably lit, the interference pattern diffracts the light into a reproduction of the original light field and the objects that were in it appear to still be there, exhibiting visual depth cues such as parallax and perspective that change realistically with any change in the relative position of the observer. (Source:https://en.wikipedia.org/wiki/Holography)

The use of holographic technology in a variety of industries is becoming more commonplace. The field of 3D holography has been steadily advancing with news of breakthroughs seeming to come with greater frequency. As the price of technology falls, computing power increases along with the demand for new forms of media; holographic technology is really starting to come into its own.

Industries as diverse as medicine, architecture, automotive design, music, entertainment, and even theme parks have all continued to drive the development of 3D holography with amazing results. It is predicted that holographic technology in the display industry alone will earn a staggering $3.57 billion by 2020. (Source: Google)

What if Banking Industry utilize the Holographic Technology. Lets see few of the areas where tremendous scope for Hologram in Banking.

Entire gamut of Banking Service can be provided in a Virtual Branch

1.Front Office Virtual Assistant:

Hologram provides Banks to serve customer through Front Office Virtual Assistant across all Branch by operating from Head Office or Regional office. Simply installing the system, Bank can configure predefined Chat Bots type of Questions and answers. Customer can operate the TAB placed before the assistant and get his queries answered. In complex scenarios, there can be virutual display of Bank representative as hologram and provide answers to queries.

2.Virtual Credit Officer

Through Hologram Bank can install a virtual credit officer- to interact with customer looking for Credit Facilities like Personal Loan, Credit Card, Housing Loan etc. System can be configured like IVRS or a credit officer from Regional Office can be presented live as hologram giving Virtual Presence and Human feel. An Credit officer sitting @ Delhi can address queries for a customer visiting Bangalore Branch.

Banks can provide a system for Scan and upload. Which again can be supported step by step through virtual assistant.

3.Virtual Redressal Officer:

Customers do visit Branches for filing complaint on services or raise queries for charges or fees being debited. Many a times, customer will be asked to contact call centre and raise complaint. But this virtual option, helps them contact the concerned officer or virtual assistant immediately in the branch itself instead of dialing call centre with so much options. This will ease the process and clarify the concerns of customer with human touch.

4. Virtual Teller for Account Opening:

An virtual Teller can help customer onboarding with all the process end to end including Cash deposit - offcourse to be deposited in ATM machine. This will reduce Human staff requirement at all branches.

These virtual assistants can be replaced with Brand Ambassador or as per Customer's choice. Like how we do select the role in Video games :).

Conclusion- Actually Hologram concept has just begun !

Holographic technology is set to become a huge game changer in Banking Industry like any other industry. There is tremendous opportunity to improve Customer Experience. These hologram can be used even in Mobile Banking Apps and project the virtual assistant on the Go!

Only a Banker knows how tough to answer 'N' number of customer questions....So its a Boon for a Bankers to Assist them.

 

TagsRetail bankingTransaction banking

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Business Analyst - Working as Senior Consultant in Finacle, having 14 Years experience in Banking Domain viz. Regulatory Compliance,Retail, Corporate & Islamic Banking SME for Regional Banking (Tur...

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