Branch structure and the bank branch of the future
- News
- IM TREND
- 9.8.2023
- Reading Time: {{readingTime}} min
- Share Article

Contents
Different types of branches
A trend that has been gaining traction for years is the diversification of branch types. The industry is moving away from the all-purpose bank branch toward a variety of specialized formats. Depending on the service demand and local conditions, three key types have emerged:
Flagship Branches: In these exclusive branches, the entire range of services of a bank is offered. Similar to the flagship stores of well-known brands, customers can expect a unique experience here. The focus is on a full range of services and personal advice. Flagship branches are located exclusively in large cities with a wide catchment area.
Service Branches: These branches focus on specific services and transactions. They often offer extended self-service facilities and cover smaller communities or rural areas. Personal consultations are usually possible, but only during certain opening hours or by prior appointment.
Self-service Branches: Self-service branches rely entirely on automation and provide only ATMs and self-service terminals. Especially in remote, rural areas where there is little demand for advisory services, such self-service branches will gain in importance and replace the traditional bank branch.
Future Branches: These act as showrooms for the future of banking. Customers interact with cutting-edge technologies, from innovative self-service solutions to smart assistance systems. At the same time, banks gather valuable insights to enhance their services and make branch banking more sustainable, efficient, and customer-friendly.
In general, the bank branch of the future, regardless of size, will be characterized by an increasing degree of self-service. Technological innovations enable customers to carry out their banking transactions autonomously without having to rely on the presence of counter staff. Self-service terminals offer a wide range of transactions, from deposits and withdrawals to making transfers or printing out account statements. However, many customers expect a blend of self-service and personal assistance, leading to increasingly blurred boundaries.
The Future of Customer Consulting Is Hybrid
Despite the increasing emphasis on self-service, personalized consultations will remain integral to the bank branch of the future. In fact, many banks are renewing their focus on face-to-face consultations, recognizing that not all customers prefer purely digital solutions. However, given the financial challenges of offering personal services, video-based consulting solutions have become popular. Specially designed terminals, ideally located in private areas within branches, allow customers to receive advice from financial experts.
The next major step toward the future? Hybrid consulting, which combines the benefits of digital services with personalized support from bank advisors. Customers can start by interacting with digital channels, such as a chatbot, to pre-qualify their requests. Simple inquiries can be handled by the digital assistant, while more complex issues are forwarded to a human advisor. This approach offers two key advantages: increased efficiency for banks and tailored solutions for customers’ individual needs.
Digital Assistance Systems on the Rise
Artificial intelligence (AI) is rapidly entering more areas of everyday life — and bank branches are no exception. In urban environments or high-traffic branches, AI is set to revolutionize operations. KEBA is setting new standards in this field with KeBob, an intelligent assistance system for bank branches that enhances security and efficiency.
How does it work? Here are a few examples:
Monitoring presence after hours: KeBob detects whether anyone is still in the branch after closing and politely asks them to leave. It then locks the doors automatically, reducing the need for security personnel.
Recognizing unusual behavior: KeBob monitors interactions and addresses situations where individuals stand too close to others, ensuring a comfortable environment.
Helmet detection: If motorcyclists enter the branch with their helmets on, they receive a friendly yet firm reminder to remove them.
Overall, this smart AI assistant ensures a safer and more comfortable experience for branch visitors.
"Our cash recyclers, terminals, and KeBob, our AI assistance system, bridge the gap between the physical and digital world."
Shape the Bank Branch of the Future With KEBA
The bank branch of the future strikes a balance between self-service, digitization, personalized consultations, and automation. Technologies like self-service terminals, hybrid consulting models, and AI assistants are reshaping branch operations while creating new opportunities to better meet customer needs. At the same time, they help banks improve efficiency and ensure long-term viability.
Now is the perfect time to lay the foundation for the future of your branch network. The transformation is already underway — and we’re here to help you actively shape it. With our expertise and innovative solutions, we can help you evolve your branch structure. Whether it’s a flagship or a small self-service branch, our cash recyclers, terminals, and KeBob, our new AI assistant, bridge the gap between the physical and digital worlds. Our cutting-edge technologies, including self-healing systems and predictive maintenance, guarantee maximum reliability.
Let’s plan and create the bank branch of the future together!