Published
03/27/2026, 17:36Banks in Kyrgyzstan are accelerating the integration of digital solutions into their in-branch services, gradually moving away from the traditional branch model. One example is M-Bank, where the electronic queue system is integrated with a mobile app.
The system works by having customers scan a QR code upon arrival, receive notifications as the queue moves forward, and rate the quality of service immediately after their visit. According to the bank, this has enabled them to survey up to 100% of visitors, including those who did not wait to be seen, and to increase feedback conversion by 49%.
However, M-Bank has not imposed strict restrictions on users without the app. Customers can skip the digital stage and receive a standard ticket. This approach contrasts with the practice at Kaspi.kz, where installing the mobile app is required to join the queue at a branch.
Developers of customer flow management solutions believe that such digitalisation is merely an intermediate stage. According to Georg Safaryan, technology already allows for a radical change in the very principle of service delivery.
“With the development of facial recognition systems, it is possible to create a scenario where a customer simply walks into a branch, and the system already identifies them and understands what service they are most likely to need. In such a case, the staff member is prepared in advance for the interaction and can immediately direct the customer along the appropriate route,” he noted.
Early One emphasises that the key benefit of such solutions is reducing uncertainty for the customer. The ability to control waiting times directly influences service satisfaction and brand perception.
In this way, bank branches are transforming from waiting areas into a managed digital environment, where a significant part of the customer journey is transferred to mobile interfaces, and data begins to determine the logic of service delivery.
