Interactive Teller Machines: Reactions From Adults Age 50+

An Interactive Teller Machine (ITM) is an advanced ATM that offers users the option to connect with a live remote teller using two-way video conferencing. AARP research based on qualitative interviews with 42 adults age 50 and older provides insight into how older adults view ITMs. The research sheds light on:

• the value that older adults place on the human connection
• their concerns about the privacy of ITM transactions
• the types of transactions they feel comfortable completing with ITMs
• the types of situations in which they prefer to interact with on-site staff
• design and accessibility considerations

The human connection is important and reassuring to older adults

Human connection remains an important part of the banking experience for many older adults. Many enjoy going inside their branch for in-person assistance with routine transactions and find interaction with familiar on-site staff useful and reassuring. Most older adults, however, acknowledged that convenience also influences their banking behavior. For some, convenience outweighs the need for human connection. Nevertheless, even those who value convenience over in-person interaction expressed a desire for support from on-site staff when a complex or serious problem arises.

Values Interactions With Familiar On-Site Bank Staff (audio only)

Frustrated When Forced to Use ITM Rather than In-Person Teller (audio only)

Concerns about ITMs center on privacy and reduced access to in-person services

Common concerns surrounding ITMs included the fear of job loss and branch closures, privacy concerns, confusion about functionality and possible embarrassment resulting from misuse. Privacy concerns centered on the fear that conversations with remote tellers could be overheard, while functionality concerns focused on whether ITMs offer any additional convenience over online banking or traditional ATMs. While many older adults noted that they would be comfortable using ITMs for basic transactions, access to on-site staff is preferred for complex problems.

Expects Privacy While Using an ITM (audio only)

Exposure and education help alleviate some concerns

After exposure to ITMs and an explanation of their capabilities, older adults became more accepting. Many found it useful to hear about enhanced features that distinguish ITMs from traditional ATMs, such as the ability to speak to a live teller even before entering a card or PIN and the ability to withdraw cash in unique denominations. After being introduced to ITMs, many said that the ability to connect with a remote teller on the screen was reassuring and that they felt more secure about ITM transactions conducted with a remote teller than traditional ATM transactions.

Likes the Idea of Extended-Hours Access to Virtual Tellers (audio only)

         

Implications  

For older adults, trust, convenience and privacy are essential when banking.  Although initially uncertain about ITMs, older adults became more accepting of them after learning of their enhanced functionality. However, most did not view ITMs as adequate replacements for in-branch staff, especially in situations of distress or crisis. For most, having access to in-branch staff is reassuring and vital to their peace of mind.

To address the concerns expressed by older adults in this study, financial institutions that are deploying ITMs might consider:

• Facilitating consumer knowledge-building and adoption. Providing services such as live-in-branch training sessions and partnering with local older adult living communities on training opportunities could help older adults feel more empowered to use this new technology.
• Implementing design improvements catered toward older adults to reduce anxiety and increase accessibility. Using large print and effective color contrast, offering ITMs at multiple heights and installing glare-reducing screen shields are examples.
• Prioritizing privacy and security. Ensuring that older adults view their ITM transactions as private and secure is essential to building trust in this technology. Privacy screen filters, audio privacy, and physical placement that facilitates privacy and safety may be useful in this regard.

Has Difficulty Reaching ATMs in Drive Through (audio only)

Related Resources from AARP

For more information about AARP’s resources related to banking as well as technology, please see:

• The AARP BankSafe Initiative
• Older Adults Technology Services (OATS) from AARP
• How To Avoid Banking Fees And Keep Your Money Safe
• How Banks and Credit Unions Can Better Serve and Protect People 50-Plus

Methodology

Findings are based on 42 virtual one-on-one interviews with adults age 50 and older conducted by Intuify on behalf of AARP. All participants for this qualitative research study were recruited from NORC’s Foresight 50+ probability-based panel. Interviews were conducted from October 9 to October 30, 2025. Qualitative findings are directional only and cannot be generalized to the population at large.

For more information, contact S. Kathi Brown of AARP Research at skbrown@aarp.org or Karen Kali of AARP’s Public Policy Institute at kkali@aarp.org. Media inquiries should be directed to media@aarp.org.

Has Difficulty Reaching ATMs in Drive Through (audio clip)