NCR Financial Kiosks - transforming the customer experience in the bank branch: An NCR White Paper

Self-service is so deeply embedded in our everyday lives that it is hard to remember life before 24-hour ATM access to cash, fast airline check-in and store self-checkouts. Consumers take advantage of self-service technologies to get reliable access to services where and when it’s convenient to them. While consumers expect access to self-service, deployers of these capabilities understand that the highest levels of reliability and availability do not happen by accident. It requires ongoing vigilance and a commitment to continually improve the management of a self-service infrastructure.

As organizations become more consumer-centric in the management of their self-service channels, their focus shifts from simply resolving incidents as they occur to recognizing potential issues before they happen. They are then putting a plan in place that reduces the number of service interruptions and ensures that when issues do occur, they have as little impact to consumers as possible. According to Gartner1, preventing incidents requires a combination of intelligent analytics, skilled technical resources to interpret data outputs, and a commitment to intervene and proactively implement controls that minimize the likelihood of a probable incident.