News

Chase Bank turns to kiosks to improve customer service

August 20, 2012

A recently opened Chase Bank location in Lexington, Ky., was chosen by corporate leaders to test a new type of self-service kiosk. The units, which resemble large tablet computers, can perform 90 percent of the transactions typically done by tellers, a Lexington Herald-Leader article reported.

Chase promoted the technology to investors and analysts by highlighting the customer service advantage the kiosks could offer, like allowing employees more time to address specific client interactions that still required their help.

The new Chase location will use three self-service kiosks and have two teller lines, down from the four teller lines used at the previous site.

"It's definitely made staffing easier," Chase District Manager Matt Ratliff told the Herald-Leader. "I think we're able to provide a better customer experience."

Read more about customer experience.