Bank of Baroda opens hybrid digital-physical branch in Bengaluru 

By Puja Sharma

Bank of Baroda (Bank),Bank of Baroda, an India-based public sector bank, has inaugurated its second phygital branch in Bengaluru, combining self-service digital tools with assisted in-branch services to cater to a wide range of customer needs. The phygital branch features Self Service kiosks, a Video Contact Centre for nonfinancial services and Universal Service Desks for in-person 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.

Speaking on the occasion, Debadatta Chand, Managing Director & CEO, Bank of Baroda, said, “With our Phygital Branch, 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 among others.
• 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 revolutionise the banking experience, offering real‑time assistance and personalised engagement.