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Bank of China Opens 'Smart Branch'

The bank and its technology partner IBM said the branch is designed to enhance the customer experience.

The Bank of China today announced it has completed it's first "smart branch," which is designed to provide an enhanced customer experience through the use of big data and analytics, mobile, and social business tools.  

The bank consulted with its technology partner, IBM, on industry insight and consulting expertise to help create the bank's new smart branch, according to Bank of China.

Among the features the new smart branch will incorporate include a "sales area" where customers can use the bank’s services and products through various terminals, including one for mobile banking, the bank said. Also, the new branch will monitor the flow of customers in surrounding branches, in real-time, to proactively divert customers into nearby, unoccupied branches.

Additionally, customers can carry out real-time communications with a remote bank teller for simple, standard transactions, Bank of China said.

Bryan Yurcan is associate editor for Bank Systems and Technology. He has worked in various editorial capacities for newspapers and magazines for the past 8 years. After beginning his career as a municipal and courts reporter for daily newspapers in upstate New York, Bryan has ... View Full Bio

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Becca L
Becca L,
User Rank: Author
11/30/2014 | 11:35:13 PM
Re: Monitoring customer flow
All good questions, Yohaiw (sorry I dont have any answers!). This all sounds very futuristic, I'll be interested to see if they consider it a success and launch any other smart branches before the end of 2015. Also curious about the customer experience - and if there are cultural reasons this was launched in China that might not work as well in the US?
User Rank: Apprentice
11/9/2014 | 2:47:01 AM
Monitoring customer flow
Sounds interesting. How will they monitor the flow of customers in surrounding branches in real-time? Leverage security cameras? Customer's mobile MAC? Electronic Queuing?
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