• Stephen Papaloizou, Account Manager UK and Europe at Ipsotek


• 12.05.2026 08:45 am
#ComputerVision #BankingInnovation

In today’s rapidly evolving digital economy, the banking sector is under pressure to be faster, safer and more personalised than ever. Customer expectations have shifted dramatically, demanding more secure and seamless digital experiences, whilst many continue to rely on in-person services. This creates a need for banks to deliver a hybrid model that offers consistent value, both online and offline. 

To meet this challenge, banks are increasingly turning to AI-powered technology and innovation to adapt and modernise, keeping pace with customers whilst outbeating the competition. One example is computer vision, a technology that is transforming how banks and other financial institutions approach branch operations, security and the customer experience. 

Bridging the physical and digital banking divide

While mobile and online banking have become dominant channels, many customers still value - and in some cases depend on - in-branch services. Older generations, people with disabilities and those making complex financial transactions often prefer the clarity, reassurance and trust that come from face-to-face interactions - something digital services can’t replicate. 

For some customers, branches remain their only way to bank. The Financial Conduct Authority (FCA) reports that 7% of account holders in the UK - around 3.3 million people - didn’t use online banking or an app at all in 2024. This rises to 17% for those aged 65 and over and 46% for those aged 85 and over. Meanwhile, branches continue to shutter. 

Since 2015, more than 6,000 bank and building society branches have closed - a total reduction of around 64%. By limiting the availability of in-branch services, banks run a real risk of freezing out significant portions of their customers.

Others primarily use digital services but go in-branch for specific needs, such as mortgage applications or to seek financial advice. The FCA found that 1 in 4 adults opted to visit a branch last year, and these customers have come to expect the same fast, frictionless and personalised experience they receive online.

Technologies like computer vision allow banks to meet both sets of needs, keeping branches accessible and reliable, whilst matching the efficiency and personalisation of digital banking. By enabling branches to recognise, anticipate and respond to customers in seamless and intuitive ways, it brings the best of digital banking into the physical branch.

Smarter operations through visual intelligence 

Integrating with existing CCTV infrastructure, computer vision turns live footage into actionable business insights. In banking, this means optimising staffing levels based on foot traffic patterns, reducing queue times and improving overall branch efficiency.

For example, the system can monitor the number of people entering or queuing inside a branch and trigger alerts when a predetermined threshold is exceeded. This allows branch managers to re-allocate staff before wait times become too long. 

Footfall analysis and heat map generation can also reveal how customers navigate the space, highlighting bottlenecks, poorly positioned counters or other layout issues that may hinder flow or accessibility. Even seemingly minor changes, such as repositioning a queue divider or adjusting the distance between entrances and service points, can have a significant impact on the overall in-branch experience. 

Customer-centric banking through data-driven insights

Data gathered by computer vision can also be used to refine staff scheduling by accounting for average queue length, abandonment rates and visit patterns throughout the day or week. It can also reflect demographic trends, giving branch managers insight into which customer groups are visiting during specific times and the services they are likely to request. 

Where appropriate and compliant with regulations, facial recognition or biometric authentication can identify returning or VIP customers and provide staff with relevant information about their needs or past interactions. This allows for more personalised service and reduces time spent on identity verification.

Another example might be if a certain day sees a higher number of small business owners making cash deposits. Knowing this, the bank can ensure they have staff available with the right expertise or tailor promotional offers. 

This level of insight provides banks with the intelligence to run branches that are more responsive, dynamic and equipped to meet the fluctuating demands of their customers. Beyond efficiency, the data supports smarter business decisions across marketing, branch design and customer engagement. Whilst incremental, such improvements build over time to create stronger customer relationships, satisfaction and trust. 

Enhancing in-branch security in real-time

Fraud and financial crime remain a growing threat in the banking sector, with the UK seeing a record 3.3 billion fraud cases in 2024, up 12% from the year before. British banks have warned of “an epidemic of scams,” as criminals increasingly use sophisticated tools – including AI – to exploit vulnerabilities, both online and in-branch.

Computer vision plays a key role in helping banks unify security measures across channels, protecting assets whilst keeping customers safe wherever they choose to engage. Extracted from in-branch CCTV streams, advanced video analytics can identify fraudulent activity or suspicious behaviour immediately, alerting staff to potential threats or unauthorised access. 

Examples include individuals loitering near ATMs or staff-only entrances, unusual movement patterns or repeated visits, attempts to conceal their identity with masks or hoods, or vehicles parked by an exit with the engine running.

Acting as both a deterrent and an alarm, these systems enable proactive intervention, identifying and preventing security incidents before they occur, unlike traditional surveillance. 

The adoption of AI-powered technologies, like computer vision, marks a turning point in how financial institutions serve and protect their customers. Banks that successfully integrate these tools will be better prepared to deliver on the promises of a true hybrid model, bringing the speed, agility and personalisation of digital banking into the branch, without losing the human connection that many customers still value. 

By improving efficiency, strengthening security and making services more accessible, AI-powered tools can help prevent digital exclusion and ensure branches continue to meet, anticipate and exceed the needs of every customer, whether they bank predominantly in-person, online or through a mix of the two.