Resona Bank launches AI-backed TV teller, targets 30min to 15min

Resona Group's new TV teller service marks a step beyond the earlier remote teller model, which relied on operators alone. By adding AI to organize information and retrieve data during the conversation, the banks aim to remove the need for customers to fill out paper forms and to speed up procedures. The stated target is to bring average processing time down from about 30 minutes to about 15 minutes.

The group has been building a financial digital platform through FinBASE, a consolidated subsidiary, connecting innovative technology companies with the group and client businesses. The TV teller service is positioned as another output of that open innovation effort, and Resona says it intends to apply the knowledge gained to regional financial institutions, general businesses handling diverse counter procedures, and municipalities.

What the outcome hinges on is whether the AI can reliably support complex procedures without slowing operators down, and whether customers find the screen-based confirmation process easier than paperwork. If the model proves repeatable, the broader ambition of extending it beyond banking counters to other sectors could shift how service windows are staffed and designed.