Facial recognition at ATMs to improve the customer experience, says NAB

The technology uses the cloud and AI

In an effort to create better customer experiences, NAB and Microsoft have designed an automatic teller machine (ATM) using cloud and artificial intelligence (AI) technology for facial recognition.

Currently in proof of concept phase, the cloud-based application, developed using Azure Cognitive Services, has been designed to improve the customer experience by removing the need for physical cards or devices to access cash from ATMs. Customers who opt into the service would be able to withdraw cash from an ATM using facial recognition and a PIN.

The concept has been designed purely to test the customer experience of using such technology. The ATM system, using Azure Cognitive Services, does not store images, only the biometric data, and the data is held securely on Microsoft’s trusted cloud platform to be erased following the experiment. The information will be used only for the purpose of authenticating the customer and for no other purpose. Participants in the concept will not have any of their banking information connected to the system. The concept was developed in approximately two months by a small team from NAB’s in-house innovation lab, NAB Labs, and technology division.

NAB chief technology and operations officer, Patrick Wright, said banks need to be simpler and faster for customers.

“We want to deliver great connected customer experiences. Cloud technology allows us to take advantage of features and capabilities that are world-leading and enable us to deliver at pace for our customers,” he said.

“Working with companies like Microsoft allows us to develop concepts like this. It’s a look into what the future might hold for the way our customers access banking products and services.”

Steven Worrall, managing director of Microsoft Australia, said cloud computing and artificial intelligence present the opportunity for a new generation of secure, streamlined financial services to be developed and rapidly deployed at scale.

“NAB’s innovation focus is concentrated on meeting the changing needs of the customer; this concept ATM that NAB and Microsoft are working on together provides an important glimpse into the future,” he said.

“We believe AI will profoundly impact financial services and the sorts of solutions that banks will be able to deliver in the future.

“For a consumer-facing application such as the AI-powered ATM we’ve developed with NAB, this sort of continuous AI innovation is important. With its cloud-led approach to information systems, NAB is also guaranteed access to every Microsoft cloud-based cognitive service advance as it becomes available.”

NAB appointed its first chief customer experience officer last month, and rebranded its customer products and services division, in an executive leadership restructure it says will help put customers first.

As part of the realignment, the ASX-listed banking giant rebadged its customer products and services division to Customer Experience, and promoted former EGM of deposits and transaction services, Rachel Slade, to become its first chief customer experience officer. The division, which was first created two years as part of another executive restructure, encompasses customer experience, marketing, digital, products, NAB Labs and NAB Ventures.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu  

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

3 skills you need to drive better collaboration

A study published in The Harvard Business Review found the time spent in collaborative activities at work has increased by over 50 per cent in the past two decades. Larger projects; complicated problems; tighter timeframes: These require bigger teams with specialised skillsets and diverse backgrounds, often dispersed globally.

Jen Jackson

CEO, Everyday Massive

Better the bank you know?

In 2018, only 21 per cent of customers believed that banks in general had their customers best interests at heart and behave ethically. Only 26 per cent believed that banks will keep their promises; views cemented further following the Hayne Financial Services Royal Commission.

Carolyn Pitt

Head of account management, Hulsbosch

What 15 years of emotional intelligence told us about youth media audiences

Taking people on an emotional journey through content is the most critical part of being a publisher. Which is why emotion lies at the heart of VICE Media.

Stephanie Winkler

Head of insights, VICE Asia-Pacific

It's a pretty good idea. I think this integration is useful. Don't you agree?

Misty Stoll

Officeworks hops on voice interface bandwagon with Google Assistant integration

Read more

ok. so no RCS support? by the way, RCS is a lot bigger than 5G in terms of marketing and monetisation so y'all should be covering it.

DragoCubed

Optus goes for education with 5G network campaign

Read more

Many companies and individual merchants have shifted their major part of marketing to web marketing services Portland as it weighs fewer ...

Radiata Solutions

6 Ways to ramp up Social Media to Your Web Design

Read more

This is a unique experience! Will be interesting to talk to their managers.

Joyce Harris

​How Krispy Kreme revitalised its brand in a saturated market

Read more

I feel bad for them. It's a shame they are closed now. What do you think about it?

Lisa Deleon

Dick Smith stores set to all close by 30 April

Read more

Latest Podcast

More podcasts

Sign in