At Future Branches Boston 2025, Steve Nogalo, General Manager, North America at NCR Atleos, delivered a forward-looking keynote on How AI is Transforming Self-Service Banking: Today, Tomorrow and Beyond. His session focused on how artificial intelligence is reshaping ATMs and ITMs through better customer experiences, smarter operations, more sustainable design, and stronger fraud protection. For banking leaders, the message was clear: AI is no longer a future concept, but a practical tool already changing self-service banking.

Key Takeaways

1. AI is making self-service banking more conversational

Steve Nogalo emphasized that natural language processing is moving ATMs beyond button-driven interfaces toward voice-based interactions that feel more intuitive. Instead of forcing customers through rigid menus, AI can support real-time conversational requests, multilingual responses, and clarification when transactions are unclear. That shift has the potential to make ATMs and ITMs easier to use for a wider range of customers, while bringing the self-service experience closer to the way people already interact with phones and smart devices.

2. Avatars could extend branch-style service to more locations

Another major theme was the rise of AI-powered avatars, which Nogalo described as a way to deliver human-like support through self-service channels. He pointed to live examples already operating in the UAE, showing that this is not a distant concept. For banks, avatars could help expand access to specialists, provide 24/7 support, and bring more personality into digital self-service environments, especially where physical branches have limited space or staffing.

3. Personalization is moving from customer settings to machine intelligence

Nogalo explained that dynamic personalization can go far beyond language preferences or withdrawal settings. AI-enabled ATMs may detect when a customer is in a wheelchair, struggling to read the screen, or showing signs of frustration, then adjust the interface or offer help in real time. That kind of responsiveness can improve accessibility, reduce friction, and create a more supportive self-service experience that adapts to the customer instead of expecting the customer to adapt to the machine.

4. Authentication is heading toward a cardless future

The keynote also highlighted biometric authentication and tokenization as key enablers of frictionless self-service. Nogalo noted that ATM transactions are already possible in some cases using Apple Pay without a card and PIN, signaling a broader shift away from traditional credentials. For financial institutions, this suggests a future where customer verification becomes faster, more secure, and more seamless, while reducing the barriers that often slow down everyday banking transactions.

5. AI can improve uptime, maintenance, and cash planning

On the operational side, Nogalo described how predictive tools and AI-enabled technician support are helping banks reduce downtime and improve service quality. He shared examples of mobile tools that provide real-time repair guidance, as well as predictive cash management systems that factor in weather, local events, and historical usage. These capabilities help institutions stock ATMs more accurately, respond faster to issues, and reduce the costly inefficiencies that come from manual processes or reactive maintenance.

6. Agentic AI could transform fraud prevention and customer support

Looking further ahead, Nogalo introduced agentic AI as a next-generation capability with the power to solve complex problems autonomously. He described use cases such as detecting ATM attacks before damage occurs, identifying skimming patterns earlier, and resolving help desk issues more quickly. The common thread is proactive action: instead of simply recording events after they happen, AI can help banks intervene in real time and improve both security and service recovery.

Why It Matters

For banking leaders, the value of this session was its practical view of AI adoption. Nogalo did not frame AI as a single transformation project, but as a set of focused opportunities across customer experience, operations, sustainability, and security. That matters because self-service banking is under pressure to do more with less: deliver convenience, improve uptime, reduce cost, and maintain trust. The keynote showed that AI can support all four goals when deployed intentionally and in partnership with customers, technology providers, and internal teams.

Actionable Insights

• Upgrade self-service interfaces: Pilot conversational tools that make ATM and ITM interactions more natural and accessible.
• Test personalization features: Use AI to adapt displays, support options, and workflows to real customer needs.
• Strengthen operational intelligence: Apply predictive analytics to maintenance, cash planning, and service scheduling.
• Prepare for agentic AI: Build fraud and support workflows that can respond proactively, not just reactively.