The Phygital branch offers a differentiated customer service experience
through, Virtual Relationship Manager- ‘Aditi’, Self Service kiosks, Video Contact Centre and
Universal Service Desks
Bengaluru : Bank of Baroda (Bank), one of
India’s leading public sector banks, inaugurated its second Phygital Branch in
Bengaluru at K G Road. The phygital branch will redefine customer experience by
seamlessly integrating self-service and assisted service models to meet the
diverse requirements of customers. The phygital branch features Self Service
kiosks, a Video Contact Centre for nonfinancial services and Universal Service
Desks for inperson customer service. This is the Bank’s first Phygital branch in
Bengaluru with virtual assistance facilities through its Virtual Relationship
Manager - ‘Aditi’.
With this launch, the
Bank now has 2 phygital branches in Bengaluru and a total of 11 such branches
across India.
Dr. Debadatta
Chand, Managing Director & CEO, Bank of Baroda inaugurated the Phygital branch, in the
presence of Shri Manoj Chayani, Chief General Manager &
Zonal Head - Bengaluru Zone; Shri Anil Kumar Srivastava, General Manager -
Bengaluru Zone; Shri Shailendra Kumar Singh, Deputy General Manager & Regional
Head (Bengaluru Central Region), and other bank’s senior executives &
staff members of the Zone.
Speaking on the occasion,
Dr. Debadatta Chand, Managing Director & CEO, Bank of Baroda, said, “Bengaluru
is one of India’s most dynamic banking markets and a hub for technology‑driven
businesses and young professionals. With our Phygital Branch at K G Road, we
are reimagining the branch as an experience centre, where customers can
complete routine banking transactions digitally and quickly of their own while
having full access to complex financial transactions in the physical set up in
the phygital branch. The initiative of
the Bank’s Virtual Relationship Manager – ‘Aditi’ reinforces our
commitment to deliver convenient, personalised and future‑ready
banking, in line with our strategy to combine digital innovation with a strong
physical footprint.”
The key features of Bank
of Baroda’s Phygital branches are:
• Self-Service Kiosks: Self-service kiosks with interactive touch
screens/tablets and other digital
interfaces through which customers can avail a host
of services such as PAN updation, receiving
Account Statement through email, obtaining TDS
certificate, nominee updation etc.
• Video
Contact Centre: Customers can directly connect with the Bank’s contact
centre through a
video call for assistance on all non-personalised
and non-financial services such as Home Loan
enquiry, Savings Account, Term Deposit, Car Loan
etc.
• Universal
Service Desks: The Phygital branch also has an exclusive Service Area with
Universal
Service Desks that act as a
one-stop solution for all banking needs for customers that require in-person
service.
·
“Aditi” – the
Bank’s next‑generation Virtual Relationship Manager designed to
enhance customer interactions and revolutionize the banking experience,
offering real‑time assistance and personalised engagement.
The Bengaluru Zone is a Business Hub for Bank of
Baroda in Karnataka, with 6 Regional Offices under its Zonal Structure. The Bengaluru Zone has a
network of 298 branches with 47% of branches located in rural & semi-urban
areas.