Partnership with REVE Chat
Customers Served
ATMs Served
Self-service kiosks are transforming how banks serve customers in physical branches. They reduce wait times, streamline common banking tasks, and improve operational efficiency.
However, when customers encounter issues at these kiosks, the lack of immediate assistance can create frustration and slow down service.
To ensure customers always have access to help when they need it, Scotiabank in Colombia implemented a remote support system powered by REVE Chat. The solution introduced real-time assistance directly within kiosk interfaces, allowing customers to connect with banking agents through chat, co-browsing, and voice or video calls.
Scotiabank is one of the largest international banks headquartered in Canada, serving millions of customers across the Americas, Europe, and Asia-Pacific.
The bank has a strong presence in Latin America, including Colombia, where it focuses on delivering accessible and innovative financial services through both digital and physical channels. With a commitment to improving customer experience and operational efficiency, Scotiabank continuously explores new technologies that enhance service delivery across branches and self-service platforms.
Scotiabank Colombia had deployed self-service banking kiosks across multiple branches to streamline operations and reduce dependency on frontline staff. These kiosks allowed customers to:
However, several challenges emerged:
Many customers needed quick assistance navigating options or understanding process flows.
Instead of reducing operational pressure, kiosk-related queries often require in-person intervention.
Customers seeking help created bottlenecks, reducing the overall efficiency of the branch and the customer.
Sometimes, customers required guided support when problems got too complex.
Issues that could not be solved immediately lacked a structured follow-up system.
Call centers has several limitations such as lack of agents, call wait times, inability to solve complex issues, etc.
Thus, Scotiabank needed a solution that could provide instant, remote assistance directly on kiosk screens without compromising security or user experience.
To address these challenges, REVE Chat deployed an integrated customer support solution directly within Scotia Bank’s kiosk ecosystem, with 42 agents currently active.
The solution combined live chat, co-browsing, audio and video communication, and ticket management, allowing bank representatives to assist customers in real time while maintaining a seamless kiosk experience.
Customers using the kiosks can instantly connect with support agents through live chat by tapping on the kiosk screen. Agents can guide users step-by-step through transactions or service processes.
This helps triage issues when they pop up, ensuring customers are satisfied and Scotiabank is able to provide positive experiences.
For situations where customers require face-to-face interaction, the kiosks provide the option to initiate audio or video calls with a banking representative.
This feature created a more personal support experience, enabling agents to:
The video and audio support option allows Scotia Bank to extend branch-level assistance without requiring a physical staff presence at every kiosk location.
Sometimes, even voice and video is not enough for critical problems, and that’s where co-browsing comes in. With co-browsing functionality, agents can view the kiosk interface alongside the customer and guide them through the correct steps without taking control of the system.
This significantly reduces confusion and speeds up issue resolution, solving complex problems seamlessly.
Not all issues can be resolved instantly. For more complex cases, such as technical issues, account verification, or backend processing, the agent takes note of the problem, informs the customers, and creates a support ticket.
With our ticketing system, agents are able to:
This ensures that every customer concern is recorded and addressed, improving accountability and service continuity.
Customers served
Kiosks and ATMs active with REVE Chat
Transactions occur digitally or via Kiosk
CSAT Increase Since Deployment
Following implementation, Scotiabank experienced measurable improvements in branch operations and customer experience.
Customers received instant guidance, reducing the time spent navigating kiosk interfaces independently.
Remote agents handled a significant portion of kiosk-related queries, allowing on-floor staff to focus on complex cases and advisory roles.
Customers gained confidence in using self-service kiosks when they knew help was readily available.
The combination of digital convenience and human support created a balanced, reassuring experience for customers of all digital literacy levels. [CSAT to be added when available]
With personalized communications and collaborative tools, complex problems are easily solved with the back and forth between banking personnel and customers.
For the most critical problems, ScotiaBank easily escalates the issue to the relevant departments and keeps customers in the loop.
REVE Chat helped Scotiabank Colombia transform its kiosks from static self-service machines into interactive, assisted digital service points.
The solution delivered:
The deployment remains a successful example of how live chat and co-browsing can extend digital transformation beyond websites and into physical banking environments.
The initiative enhanced customer confidence, streamlined branch operations, and reinforced the bank’s commitment to delivering accessible, technology-driven banking experiences.
This case stands as a strong example of how financial institutions can leverage conversational technology not only online, but also within physical touchpoints to create smarter, more connected service environments.
Start free trial