The Phygital branch offers a differentiated customer service experience through Self Service kiosks, Video Contact Centre and Universal Service Desks
FinTech BizNews Service
Mumbai, 24 December 2025: Bank of Baroda (Bank), one of India’s leading public sector banks, inaugurated its second Phygital Branch in Bengaluru at K G Road. The phygital branch will redefine customer experience by seamlessly integrating self-service and assisted service models to meet the diverse requirements of customers. The phygital branch features Self Service kiosks, a Video Contact Centre for nonfinancial services and Universal Service Desks for inperson customer service. This is the Bank’s first Phygital branch in Bengaluru with virtual assistance facilities through its Virtual Relationship Manager - ‘Aditi’. With this launch, the Bank now has 2 phygital branches in Bengaluru and a total of 11 such branches across India.
Dr. Debadatta Chand, Managing Director & CEO, Bank of Baroda inaugurated the Phygital branch, in the presence of Shri Manoj Chayani, Chief General Manager & Zonal Head - Bengaluru Zone; Shri Anil Kumar Srivastava, General Manager - Bengaluru Zone; Shri Shailendra Kumar Singh, Deputy General Manager & Regional Head (Bengaluru Central Region), and other bank’s senior executives & staff members of the Zone.
Speaking on the occasion, Dr. Debadatta Chand, Managing Director & CEO, Bank of Baroda, said, “Bengaluru is one of India’s most dynamic banking markets and a hub for technology‑driven businesses and young professionals. With our Phygital Branch at K G Road, we are reimagining the branch as an experience centre, where customers can complete routine banking transactions digitally and quickly of their own while having full access to complex financial transactions in the physical set up in the phygital branch. The initiative of the Bank’s Virtual Relationship Manager – ‘Aditi’ reinforces our commitment to deliver convenient, personalised and future‑ready banking, in line with our strategy to combine digital innovation with a strong physical footprint.”
The key features of Bank of Baroda’s Phygital branches are:
• Self-Service Kiosks: Self-service kiosks with interactive touch screens/tablets and other digital
interfaces through which customers can avail a host of services such as PAN updation, receiving
Account Statement through email, obtaining TDS certificate, nominee updation etc.
• Video Contact Centre: Customers can directly connect with the Bank’s contact centre through a
video call for assistance on all non-personalised and non-financial services such as Home Loan
enquiry, Savings Account, Term Deposit, Car Loan etc.
• Universal Service Desks: The Phygital branch also has an exclusive Service Area with Universal
Service Desks that act as a one-stop solution for all banking needs for customers that require in-person service.
The Bengaluru Zone is a Business Hub for Bank of Baroda in Karnataka, with 6 Regional Offices under its Zonal Structure. The Bengaluru Zone has a network of 298 branches with 47% of branches located in rural & semi-urban areas.
