Bank of Baroda, one of India’s leading public sector banks, has launched its latest phygital branch at Parliament Street in New Delhi. This innovative branch combines physical and digital banking services to provide a seamless customer experience. The Phygal branch features self-service kiosks, a video contact center for non-financial services, and universal service desks for in-person assistance.
The phygital branch aims to cater to diverse customer needs, offering both self-service and assisted service models. Customers can use self-service kiosks with interactive touchscreens to access a range of services, such as PAN updates, account statements, and nominee changes. The video contact center allows customers to connect with the bank’s contact center through video calls for assistance on non-personalized and non-financial services.
The universal service desks provide a one-stop solution for customers requiring in-person assistance with banking needs. The phygital branch is the fifth of its kind in the country, with the goal of redefining the banking experience for customers.
Speaking at the launch, Shri Debadatta Chand, Managing Director & CEO, Bank of Baroda said, “We are pleased to add another phygital branch in New Delhi, taking the milestone forward in redefining the banking experience for our customers. This initiative has started showing better customer experience.” The phygital branch has already started demonstrating improved customer experience, according to the bank. With this innovative model, Bank of Baroda aims to cater to a wide range of customer needs, offering both independent self-service and personalized assistance for those who prefer human interaction.