Branch Transformation
One question that often emerges in the world of ATMs is: Do we need additional ways to authenticate customers? One common suggestion is the use of biometrics, in the form of fingerprints, facial recognition or other venues
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| by Bradley Cooper — Editor, ATM Marketplace
One question that often emerges in the world of ATMs is: do we need additional ways to authenticate customers? One common suggestion is biometrics: in the form of fingerprints, facial recognition or other venues.
David Tente, executive director, USA, Canada Americas ATMIA moderated a discussion around this topic as part of a broader discussion on innovative ATM tech at ATMIA in Las Vegas this week, featuring:
- Stuart Mackinnon, CIO, Cardtronics.
- Michael Diamond, SVP and general manager, digital banking, Mitek Systems.
- Nathan Dent, director, ATM product strategy, Fiserv.
- William Budde, VP, product marketing Hyosung America.
"Most consumers were wary of biometrics, but it's becoming more commonplace with cell phones, Disney wristbands and others. Typically, we don't see biometrics on U.S. ATMs, usually due to misconceptions such as someone stealing your fingerprint," Tente said.
When asked if they saw biometrics becoming a bigger tool, the panelists gave mixed answers. Mackinnon for example pointed out that biometrics simply aren't convenient for customers who are used to cards.
"We have been carrying cards for decades. 95% of transactions are people using cards even though they could use a phone. Until they find it more convenient, we're not going to force people to do it," Mackinnon said.
He also argued that most ATM vendors may not want to go out and add another periphery to their machines.
Budde said that operators are also not doing a good job communicating the benefits of biometrics for customers in the form of fighting fraud, but many customers might not even care, he said.
"We don't do a good job communicating how it fights fraud," Budde said. "And even if we do, they don't care as much as banks."
Diamond said that biometrics need to deliver frictionless experiences. For example, can it tell that it's the customer's voice, face and that they are alive, so that it can fight fraud?
Finally, Dent said that these types of biometrics can benefit the customer. By gathering personalized data on how the customer is using the ATM, the bank can offer more personalized services that they wouldn't normally be able to offer, since ATMs many times cannot detect who is using the device.
Tente also said that customers need to understand that biometrics such as fingerprints will help keep customers more secure, by creating a highly advanced PIN number.
Once customers see the benefit of biometrics, adoption will be easier, but vendors will need to do a better job of both educating customers and overcoming the "convenience" hurdle.
INCLUDED IN THIS STORY
ATM Industry Association (ATMIA)
605.692.2263
The ATM Industry Association, founded in 1997, is a global non-profit trade association with over 10,500 members in 65 countries. The membership base covers the full range of this worldwide industry comprising over 2.2 million installed ATMs.
Hyosung Innovue
225 E. John Carpenter Freeway, STE 1000 // Irving, TX 75062 // United States // 1-877-HYOSUNG
Hyosung Innovue Americas is a global human experience maker that bridges the physical and virtual worlds to improve life’s day-to-day interactions for everyone. Since entering the North American market in 1998, they have grown to become the largest provider of ATMs in the United States while expanding their offering s to include industry-leading end-to-end cash management and payments platform solutions, making innovative experiences across the financial services and retail industries.
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Branch TransformationBank / Credit UnionDigital BankingInnovationSecuritySoftwareATM Industry Association (ATMIA)CardtronicsFiserv Solutions, LLCHyosung Innovue
Bradley Cooper
Bradley Cooper is the editor of ATM Marketplace and was previously the editor of Digital Signage Today. His background is in information technology, advertising, and writing.
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