Customer Service Enhancement in Banking Field using IoT Technologies

Customer service is one of the highest priorities in the banking field. Each year, banks globally allocate approximately 20% of their revenues to innovate and protect their information system. During the coronavirus period, Moroccan banks have faced difficulties serving their customers, which led to the development of a bad relationship between the two sides and negatively affected the financial performance of banks. The Moroccan customers want to have 24/7 access to their banking services on their phones, on the web at home, and in physical branches. Even if digital banking applications have helped to provide options and to ease access to various banking services, many Moroccans who are less technologically engaged prefer in-person banking at the agency, which sometimes leads to overcrowded agencies. It has become necessary for the banks to propose new solutions to serve their customers while reducing the risk of COVID-19 virus transmission. We will present a solution based on the Internet of Things (IoT) technology in order to gain customer satisfaction by minimizing long wait times, reducing the number of people at the agency, reducing close interactions while managing a safe, smooth, and effective customer service.