Technological Development Is a Blitz, But the Teller Window Persists

Modern technologies encroach on the customer service process more and more, but they will not replace human contact for a long time to come. This is because they shouldn’t – such was one of the main conclusions of the panel “From teller window to bot. Customer service and consumer communication in the age of AI”, held during the Krynica Forum 2023.

Maciej Brzozowski, Vice-President of PKO Bank Polski, pointed out during the discussion that automation allows the banking sector to expedite and improve customer service.