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As banks and financial institutions curtail their physical branch footprints through consolidation, closures, and reduced hours, many are adding or expanding their use of interactive teller machines (ITMs). Functioning much like automated teller machines (ATMs), ITMs let users speak directly with a live bank teller, albeit remotely, via real-time video. They offer additional functions beyond ATM capabilities but often without the convenience of on-site staff.
As ITMs grow in prevalence, little is known about older adults’ use of and attitudes toward them. A new AARP Research report, Interactive Teller Machines: Reactions From Adults Age 50+, shares insight into how some older adults perceive ITMs and the challenges they associate with their use.
What adults 50-plus think about ITMs
In October 2025, AARP Research conducted one-on-one interviews with 42 adults ages 50plus from rural and non-rural areas. The interviews explored participants’ reactions to ITMs, including level of comfort, concerns, and accessibility needs, as well as their perspectives on financial inclusion. Among the findings, three themes emerged: connection, convenience, and security.
For many older adults, including those living in rural areas, banking is more than a financial transaction. It often provides social connection at a time when loneliness is rising for some people. And when complex or sensitive financial problems arise, participants feel these issues are best resolved face-to-face with trusted, on-site bank personnel.
Convenience, defined as banking that is fast and easy to access, is a top priority across age groups. Interview participants choose banking channels (e.g., branch banking, mobile banking, ATMs) based on transaction type and personal preferences. They view the timesaving features of ITMs favorably as long as the interface is clear, the ITM is easy to use, and their transactions are private and secure.
Safety concerns surfaced frequently among participants: unsafe placement of ITMs and the potential for being overheard when discussing financial issues with remote tellers were prime concerns.
Why some older adults would use or avoid ITMs
Study participants expressed mixed feelings about ITMs. Much of the hesitation stems from anxiety about learning something new and the potential embarrassment of being unable to operate the machine. Some are fearful that ITMs will add unnecessary complexity to their banking experience. With wider ITM deployment, participants worry about losing access to knowledgeable on-site staff they value.
Despite these reservations, participants see advantages to ITM adoption, including greater convenience through expanded functionality and the ability to connect by video to a remote teller for assistance even when their physical branch is closed.
How to improve ITM accessibility
As with many new technologies, the user experience can be improved, participants feel. They point to the need for specific design enhancements, such as clearer instructions on how to reach a live teller if needed and clear, written guidance on or around the machines, as well as accessibility features such as audio narration, guided walk-throughs, and onscreen tutorials.
Participants also noted that teller behavior matters. Remote tellers who perform actions or behaviors that build trust can be meaningful. Providing visual confirmation of a transaction, such as a nod or eye contact, could help reinforce the connection between the teller and consumer. And finally, as banks and financial institutions deploy ITMs, they should ensure that on-site training, step-by-step guides, video training, and other educational content are available to consumers of all ages.
Policy implications
As ITMs become more common, banks and financial institutions, as well as policymakers, may need to consider how best to support consumer access to ITMs to elevate financial inclusion, such as through low banking fees. Additionally, because rural areas often lack nearby branch locations and residents must travel farther for banking services, extended‑hour ITMs can help improve access to financial services.
Looking ahead to the future of remote tellers
Older adults in this study view ITMs with a mix of optimism and apprehension. As ITMs become more common, a better understanding of the older-adult user experience can help ensure designs evolve to meet their needs. For banks and financial institutions, designing ITMs with older adults in mind is a practical action—critical to increasing adoption and potentially expanding financial access.
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