Abbeyis running trials of automated
customer service technology as part of its plan to open an
additional 300 branches in the UK over the next five
years.
The bank, which is implementing the Partenon computing platform
from its parent company
Santander, said it plans to use technology to improve
customers' experience of services in the new branches.
"As we develop and roll out our core IT platforms, we will trial
other automated customer services technologies," said the bank. "It
is a natural expansion to Abbey's business to add more branches as
the IT transformation to Partenon is completed in 2008."
Halifax Bank of Scotland (HBOS) also plans to invest in branch
IT systems as it opens 100 new branches over the next five years.
"Technology works hand in hand with staff. For example, internet
banking drives product sales in branches and vice-versa. Customers
like to use both branches and other channels like telephone, online
and ATMs," said a spokesman.
Ralph Silva, an analyst at TowerGroup, said banks such as Abbey
and HBOS were investing in technology in branches to automate their
services and cut their running costs. Automation in branches is
reducing the number of mundane jobs, which have added a lot of cost
in the past, he said.
"If you look at the new set-up of the branches, the machines
come before the people. Customers use the machines at the front for
mundane tasks or go to the people at the back for things like
mortgages," Silva said.
"The vast majority of profits come from the people at the back
of the office and the vast majority of costs come at the front, so
people are being replaced by technology here."