Challenge
Physical branch locations face a fundamental tension: most visitor queries are routine and could be handled without a human advisor, but visitors queue for those advisors anyway.
This creates a dual problem:
- Visitors with simple needs wait unnecessarily — checking account balances, asking about opening hours, requesting forms, or getting directions to the right department
- Advisors handling complex cases have less availability, because their time is consumed by straightforward queries that do not require their expertise
The result is frustration on both sides: visitors who feel their time is wasted, and advisors who cannot focus on the high-value interactions where they make the most difference.
Solution
A Virbe avatar positioned at the branch entrance serves as the first point of contact for every visitor. The avatar:
- Identifies what the visitor needs through a natural conversational exchange — no menus, no form-filling, no ticket machines
- Answers routine questions directly — opening hours, document requirements, service availability, branch layout
- Routes complex cases to the appropriate advisor, with a summary of the conversation handed over so the visitor does not need to repeat themselves
Conversation handover
When a visitor's query requires a human advisor, the avatar does not simply point them to a queue. It generates a structured summary of the conversation — what the visitor needs, what has already been discussed, and any documents or information they have mentioned — and passes this to the advisor before the visitor arrives.
This reduces the most frustrating part of any branch visit: explaining your situation from scratch to someone who has no context.
Compliance and data handling
The deployment operates within strict data governance requirements. All conversations are processed in compliance with applicable regulations, with no personal data retained beyond the session. The system is designed for environments where trust and transparency are non-negotiable.
Tech stack
- Virbe Platform — core conversational AI engine
- Metahuman kiosk — physical deployment at branch entrance
- Knowledge Base & RAG — branch-specific information, services, and FAQs
- Human handover with conversation context — structured summary passed to advisors
- Analytics dashboard — visitor flow tracking, query categorisation, and resolution metrics
Deployment context
Banking branch or public services office. Exact client and sector withheld at client request.
Status
Live — deployed and operational in a physical branch environment.