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Humanizing Digital Engagements in the Midst of the COVID-19 Pandemic

In the time of COVID-19, visits to bank branches are happening less and less due to the risk of contracting the virus outside one’s home. As the pandemic rages on, people are starting to prefer digital banking as this allows them to conduct transactions within the safety of their homes. These are banking services that can be accessed by customers wherever and whenever. Branchless banking is now becoming the norm to curb the spread of COVID-19.  


However, this type of banking can be impersonal. Customers tap on their phones and don’t get the chance to interact with a bank teller.  If they have clarifications and concerns, they usually just go to FAQ pages to find the answer. 


While digital banking is definitely the answer to tide us over until the pandemic ends, the human touch in traditional banking transactions is lost in the process. 

An emerging channel called Video Banking is the solution to this concern. Video Banking offers the expertise of a bank staff and the intimacy that comes with keeping the human touch all the while making sure that it is done in a safe manner to curb the spread of COVID-19. 


Customers can now engage in face-to-face transactions with a bank staff through remote video sessions. It doesn’t matter if the customer is quarantined at home, because they can get personalized service even then. Despite the rise of artificial technology, humans still understand humans better, and Video Banking offers this despite physical distancing measures.

Bank-Genie offers this solution to banks who want to provide a more personalized banking experience to their customers in this time of COVID-19. Genie-Video Branch can be deployed on personal mobile devices to engage customers through a live face-to-face video chat. With Genie-Video Branch, banks can humanize the branchless banking experience and provide real human support to their clients during this difficult time. 


Even in the midst of a pandemic, humanizing digital engagements is key to building lasting relationships with banking customers. 

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