Service & Technology

Looking to the past, it is apparent how technology was the basic force behind service innovations
now taken for granted. Automated voice mail, interactive voice response systems, cell phones,
automated teller machines (ATMs), and other common services were possible only because of
new technologies. Just think how dramatically different your world would be without these basic
technology services.
Technology enables both customers and employees to be more effective in getting and providing
service. Through self-service technologies, customers can serve themselves more effectively.
The self-service industry is booming. By 2027 it is predicted to be valued at $46.0 billion, almost
double what it was valued at in 2019. The pandemic has played a part in the increased demand
for automated services as people look for fewer face-to-face experiences. However, the
innovations we’ve seen from self-service technologies had already opened people’s eyes to the
possibility of quicker and more personalised service.
Keep reading to see what innovations in self-service technology we’ve embraced and
accepted into our day to day lives.

Automated Telling Machines

Since 1967 ATMs have been a recognised part of our everyday lives. This makes cash machines
one of the most established forms of self-service. ATMs allow users to interact with their bank
and accounts without the need for a customer service assistant. The customer can access their
account and withdraw from the funds available in a matter of seconds. It was Standard Chartered
Bank (SCB) which introduced ATMs in Bangladesh. The first booth was set up at Dhaka's
Banani in 1993.
Interactive Kiosks
Interactive kiosks come in various forms but will be comprised of a digital display in a housing
unit. The screen will be touch-sensitive allowing the user to select the information they want to
be displayed. Interactive kiosks can be used for a variety of purposes such as wayfinding,
advertising and information. Being interactive means the user can engage with the content in a
way that works best for them.
Booking Kiosks
Various industries can take advantage of the service provided by booking kiosks. With a booking
system in place, customers can make reservations themselves based on the available choices. A
common industry to find booking kiosks in is the hospitality sector. Restaurants use them to
allow customers to reserve a table.
Ticketing Kiosks
Particularly popular in the travel industry, ticketing kiosks provide an automated service for
purchasing and printing tickets. By fully automating this procedure it eliminates the requirement
for a live agent to be involved. As well as this, an airport or train station could have multiple
ticketing kiosks placed around the area instead of having just one ticket collection point worked
by an employee. The significant benefit is that waiting times are reduced as customers can serve
themselves at one of the many ticketing points. Dhaka Mass Transit Company Limited uses
Ticketing & Mass Transit Kiosk.

Online Banking
Online banking is the next step in self-service banking and the reason for lowering ATM
demands. 76% of people are using internet banking UK-wide. While three in four
Americans have used their primary bank’s mobile app within the last year for everyday banking
tasks.
Online banking can be done using either a bank’s dedicated app or from their website. The big
advantage is that you can have access to your account instantly from anywhere, as long as you
have an internet connection. There’s no need to speak over the phone or queue to deal with a
customer service assistant or even find your nearest ATM point. Online banking gives users
access to all their banking services without having to leave the house.
The popularity of online banking is due to the ease of access customers have to their financial
services. Waiting times have been completely removed by this self-service technology and as a
result, customers feel less need to visit their local branch. In the past 10 years, 25% of bank
branches have closed in the UK. Banking for many people has become an exclusively online
experience thanks to this self-service innovation.

Mobile banking is a new technology in Bangladesh which started from 31st March 2011 by
Dutch bangla bank. A number of banks come up with mobile banking service in Bangladesh.

Financial services would be available without going to the bank was not even discussed 10
years ago. Nobody could have guessed when mobile phones first became popular in the country
in the 1990s that they might one day become a major medium for numerous financial
transactions.
When mobile financial services (MFS) or mobile banking were first launched a decade ago, the
service's acceptability was also questioned. But a decade later, services like bKash, Rocket, and
Nagad have already been an integral part of our financial transactions

Self-service technology allows customers to cut out the middle man and interact with a business
directly. Many of the innovations listed above have become ingrained in our daily lives and are
now expected as an available option. Ticketing kiosks at a cinema, booking kiosks in a
restaurant, and interactive kiosks in shopping centers are no longer novelties but part of the
expected package.
Technology impacts almost every aspect of our lives, from making purchases and transactions to
fast and easy communications. That said, businesses must invest in advanced software and other
technologies to improve their operations and ensure viability.