How AI and computer vision are transforming banking for all customers

Banks are increasingly adopting AI-powered tools to modernise their services. The shift comes as the industry faces growing demand for faster, safer, and more personalised banking—both online and in person. New technologies, such as computer vision, are now reshaping how branches operate and serve customers. Over the past decade, the number of bank and building society branches in the UK has dropped by more than 6,000. This decline has left fewer physical locations for customers who still rely on in-person services. In 2024, 7% of UK account holders did not use online banking or mobile apps at all, with older generations being the most affected.

Computer vision is helping banks address these challenges. The technology can analyse foot traffic patterns to optimise staffing levels, reducing queue times and improving efficiency. It also enhances security by detecting fraudulent activity or suspicious behaviour in real-time.

Beyond security and operations, the data collected by computer vision provides valuable insights. Banks can refine staff scheduling and better understand customer preferences. This allows them to offer a more tailored experience, bridging the gap between digital and in-branch services. The integration of AI-powered tools like computer vision enables banks to create a true hybrid model. This approach ensures that branches remain accessible, secure, and efficient while meeting the needs of all customers. The technology also helps prevent digital exclusion by supporting those who still depend on physical banking services.