Special Assignment

Banks working to improve the ATM experience

CREATED May 12, 2014

  • Print
  • Play

Bill is a retired priest who embraces technology almost as much as he does the Bible. When he saw his bank's new videoconferencing ATM, he was curious about the man behind the screen.

"I found it to be fascinating. You get more done and it's just, it's simpler," he said.

At banks like Bill's, the kiosk isn't just for getting cash. Videoconferencing with representatives in call centers lets banks extend hours for basic services.

"Now that expert, whether that be a loan consultant or a financial planning consultant, that person can be available across a wide disperse geography," said Frank Natoli, the Chief Innovation Officer at Diebold, Inc.

It's just one innovation you may notice at a machine near you, as ATM's get technological upgrades. Mary Wisniewski of American Banker says that upgrades are long overdue.

"When you think of an ATM, maybe you think something from like, the 90's," she said. "That sort of experience is something people don't want anymore, because it seems stale."

Soon, ATM's with touch screens will work with our smartphones. New apps will help zip cash to you as quickly as you can snap a picture.

Does all this mean the end of the traditional teller? Experts don't think they're on the outs anytime soon. There are some transactions you still need to do face-to-face.

"It's really shifting the job of a teller, not eliminating it because they're still there for customers with questions about their needs and can refer products and services as well," said Susan Doyle, Vice President of Bank Operations at North Shore Bank.

As for Bill, he loves all the change.

"Technology is a gift that we have in this time and I don't see why people don't use technology in everything that's, that's reasonable," he said.

Another upgrade: Some banks are starting to load ATM's with 1, 5, and $10 bills.. making the ATM experience even more convenient.