A major banking group operating 320 branches and 1,200 ATM kiosks across the country was facing escalating security threats and deteriorating customer experience. ATM fraud incidents, including skimming device installation and cash trapping, had increased by 35% over the previous year, costing the bank millions in direct losses and customer compensation. Branch security relied on aging CCTV systems that recorded footage at low resolution, making forensic investigation of disputes and incidents extremely difficult. Customer wait times at high traffic branches regularly exceeded 25 minutes, driving dissatisfied customers to competitor banks. The security and operations teams had no centralized visibility across the branch network, and each branch operated as an isolated security island.
Aptibit deployed Visylix across all 320 branches and 1,200 ATM locations, creating a unified surveillance and analytics network for the entire banking group. ATM kiosks received specialized camera configurations with Visylix object detection models trained to identify skimming devices, card trapping mechanisms, and suspicious loitering behavior around machines. Branch interiors were equipped with face recognition at entrance points and service counters, enabling real time customer identification for VIP service and watchlist screening. Queue management analytics tracked customer wait times and service counter utilization in real time, providing branch managers with data to optimize staffing. A centralized banking security operations center was established with live feeds, automated alerts, and forensic search capabilities spanning the entire network.
Measurable Impact
Technologies Used
The Challenge: Mounting Losses and Eroding Trust
The banking group ATM network had become a primary target for fraud syndicates employing increasingly sophisticated techniques. Skimming devices had evolved to be nearly indistinguishable from genuine card readers, and criminals were installing them during brief windows when ATM kiosks were unmonitored. The bank recorded over 180 confirmed skimming incidents in the prior year, each requiring card replacements, customer reimbursements, and forensic investigations. Beyond the direct financial impact, the fraud wave was eroding customer trust in the bank ATM network.
Branch security presented a different set of challenges. The aging CCTV systems recorded at resolutions too low for reliable facial identification, rendering footage nearly useless for investigating disputes between customers and staff or identifying individuals involved in suspicious transactions. Several branches had experienced robberies or attempted robberies, and investigators struggled to extract actionable intelligence from the grainy recordings.
Customer experience was suffering as well. High traffic branches in commercial districts saw queue wait times regularly exceeding 25 minutes, with no mechanism for branch managers to predict surge periods or adjust staffing proactively. The bank customer satisfaction surveys consistently identified wait times as the primary complaint, and the lack of data driven staffing tools meant that the problem persisted quarter after quarter despite management attention.
The Solution: Comprehensive Banking Intelligence
Aptibit banking security team designed a deployment architecture that addressed the distinct requirements of branch interiors, ATM kiosks, and the centralized operations center within a single Visylix instance. The deployment was executed in three parallel workstreams to minimize the overall timeline: ATM kiosks were upgraded first due to the urgency of the fraud problem, followed by high traffic branches, and finally the remaining branch network.
Each ATM kiosk received a dedicated camera system with the Visylix object detection model trained specifically on banking fraud apparatus. The model could identify skimming overlays on card readers, devices attached to cash dispensers, hidden cameras positioned to capture PIN entry, and unusual objects left near machines. When a potential fraud device was detected, the system triggered an immediate alert to the banking security operations center and the nearest branch manager, while simultaneously capturing high resolution evidence footage. The system also monitored for behavioral indicators such as individuals spending extended periods near an ATM without completing a transaction or returning repeatedly to the same machine.
Branch deployments focused on three capabilities: face recognition for security and customer identification, queue analytics for operational optimization, and comprehensive coverage for forensic readiness. Cameras at branch entrances performed face matching against a watchlist database of known fraud suspects and individuals with outstanding warrants. At service counters, the system identified VIP customers and long standing account holders, enabling personalized greeting and expedited service. Queue detection models counted customers in waiting areas, measured average and individual wait times, and predicted when additional service counters needed to be opened based on historical traffic patterns.
Centralized Operations and Regulatory Compliance
The banking security operations center served as the central nervous system for the entire deployment. Staffed around the clock, the operations center monitored live AI alerts from all 320 branches and 1,200 ATM locations through the Visylix command dashboard. The dashboard organized alerts by severity, with potential fraud device detections and branch security threats receiving the highest priority. Operators could pull up live feeds from any location, initiate forensic searches across the network, and coordinate response actions with branch staff and law enforcement.
Regulatory compliance was a critical consideration throughout the deployment. The banking group operates under strict data protection regulations governing the use of facial recognition and video surveillance in financial settings. Aptibit worked closely with the bank legal and compliance teams to ensure that the Visylix deployment met all regulatory requirements. Face recognition data was encrypted at rest and in transit, retention policies were configured to automatically purge footage after the mandated period, and audit trails tracked every access to the system by security personnel.
The queue management analytics module delivered immediate visibility into a problem that branch managers had long struggled to quantify. Real time dashboards showed the number of customers waiting, average wait time, service counter utilization rates, and predicted wait times based on current throughput. Branch managers received proactive notifications when wait times were projected to exceed acceptable thresholds, enabling them to open additional counters or redirect customers to express service lanes before frustration built up.
Measurable Impact: Zero Fraud, Happier Customers
The most dramatic result was the complete elimination of ATM fraud incidents within six months of full deployment. The Visylix object detection system identified and flagged 14 skimming device installation attempts during the first quarter alone, enabling security teams to intervene before any customer data was compromised. Word of the enhanced surveillance spread quickly within fraud networks, and attempted installations dropped to near zero by the end of the second quarter. The bank estimated that the fraud prevention alone saved over ten times the cost of the entire Visylix deployment in its first year of operation.
Queue management analytics drove a 45% reduction in average customer wait times across the branch network. The improvement came from three factors: data driven staffing adjustments based on predicted traffic patterns, real time counter management that opened additional service points before queues built up, and the identification of operational bottlenecks that had previously gone unnoticed. Customer satisfaction scores for branch experience improved by 31 percentage points in the first annual survey following the deployment.
The banking group chief security officer has described the Visylix deployment as a turning point in the organization approach to both security and customer experience. The centralized operations center now serves as the foundation for the bank broader digital transformation of branch operations, and Aptibit has been engaged to extend the platform with cash handling analytics and currency chest monitoring in the upcoming fiscal year. The project has been presented at multiple banking industry forums as a benchmark for AI powered financial institution security.
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