Are customer facing bank interactions going away?
There's no questioning it - digital banking has taken over traditional banking by a long shot. It's been reported that in 2025, only 45% of U.S. account holders visit physical branches, down 53% from 2019. This begs the question - does America still need physical banks?
The short answer is yes. This doesn't mean that physical branches aren't important for rural, elderly, and lower income communities who still visit physical branches.
Customer engagement is down - here's why:
Rise of Payment Apps
Most adults in the United States prefer to use FINTECH apps then go to a physical branch.
Disappearing Tellers
Bank teller roles are expected to decrease by 15%, contributing to less customer interaction and longer wait times.
Outdated ATMs
With less cash focused transactions occurring, ATMs are struggling to keep up with customer needs outside of cash withdrawal.
Bank branch closures
There were nearly 150 US bank branch closures in the first quarter of 2025 alone, with 300 total marked for closure .
Bridging the gap with self-service kiosks
In the era of self-service, the way for banks to avoid banking deserts - or areas where their financial services are scarce or no longer exist - is to consolidate and reform. How can this be done? By expanding self-service kiosk options with capabilities that customers actually need.
- Cashier's checks for large purchases
- Instant card issuance without wait time
- Account openings, statement prints, and more.
Transforming the customer experience
TROY TellerCentral is an advanced automated banking machine that integrates seamlessly with your existing core banking systems. It empowers customers with the self-service tools they need to complete teller transactions, without a teller present. With an intuitive interface and robust functionality, TROY TellerCentral is designed to meet the evolving needs of modern financial institutions.
- User-Friendly Interface
- Comprehensive Transaction Management
- Enhanced Security