Why adding video to U.S. Bank’s co-browse feature is expected to quadruple usage in 2021

U.S. Bank has launched a couple of new video banking features that it says enhance both “do-it-yourself” and “do-it-together” capabilities for its customers.

Back in 2016, the bank first introduced the ability for customers to co-browse or share their screen with branch bankers during online and mobile banking. Now, it has added live video functionality to the co-browse feature: customers can see bankers in real time while screen-sharing with them, which enhances the interaction and gives it a more personal touch.

While video banking services are already being offered by a few banks such as Bank of America and Barclays, U.S. Bank claims its co-browse with video feature is a first among major banks in the country.

“Our market research indicates that out of the top 15 banks in the U.S., we’re the only bank offering screen sharing with live video of the banker at the local branch level,” said Richard Weeks, the head of conversational experiences and capabilities at U.S. Bank, who manages the way the bank uses digital tools to interact with customers.

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