2021 Trend Almanac: Technologies and trends that will dominate the business and consumer landscape. Get instant access
Smart ATMs are automated teller machines (ATMs) that have more functionality than simply dispensing cash. Smart ATMs can enable consumers to do any number of tasks previously requiring an appointment in a local branch, such as opening an account, depositing cash and checks, or transferring funds. Bank branches are closing more of their branches, reducing their physical footprint to make way for more self-service, smart banking options. A traditional ATM allows the customer to deposit cash or checks, but customer-focused ATMs embedded with smart technology can provide faster and more secure solutions that easily and intuitively fit into customers' everyday lives.
ATMs are increasingly sophisticated, now encompassing software and systems that can efficiently manage and monitor themselves. Smart ATMs provide further value beyond simple cash deposits or other customer transactions. With data-gathering and analytics capabilities, smart ATMs have the ability to collect massive amounts of information and equate that to meaningful insights into customer behavior and preferences.
Smart ATM infrastructure can unlock new realms of digitization and automation possibilities in banking. One example of this is biometric capabilities. By enabling customers to gain access to their accounts with biometric technologies, smart ATMs can add a considerable layer of security to ATM transactions. Other future possibilities of smart ATMs include recharging gift cards, buying sporting and entertainment event tickets, booking flights, opening new investment accounts, and paying bills.
Financial institutions have begun to rethink the human teller's role within a banking process, and likely will find more value in relocating them to capitalize on their skillset. Smart ATMs enable banks to find the appropriate balance between physical and digital services for their customers. Additionally, new data gathering services can generate customer experience insights that can enhance the banking experience with mobile applications, microservices, and some automation. Leveraging ATMs for more than simply dispensing cash opens the doors for functionality including customer service kiosks and self-service terminals for booking flights, or paying utility bills.