This bank has AI-enabled video surveillance solutions that protect more than 1,000 facilities and also offer greater automation and provide data associated with the video images useful for business intelligence.
CHALLENGE
The bank faced the challenge of guaranteeing the comprehensive security of its facilities (1,000 locations between branches, ATMs and its corporate building in Lima) while improving the customer experience. In 2020, as part of its commitment to advanced technology, BBVA Peru launched a robust and intelligent video surveillance project, with the aim of reducing fraud, optimising operations and improving the traceability of transactions.
The project, divided into five phases, not only automated the video surveillance systems, but also provided valuable data for other areas of the bank, thus achieving significant savings in operational costs.
The success of this project has earned the bank recognition as a finalist in the “Best Private Security Project in Latin America 2024” award, given by the Latin American Security Association(ALAS).
SOLUTION
To guarantee the comprehensive security of its facilities, BBVA Peru has developed a 360º solution, implemented in five phases, which combines advanced technology with efficient security and customer service management. This project not only optimises surveillance, but also provides valuable data to other areas of the bank through the integration of images and video analysis.
1st Phase. Migration to IP cameras and installation of 360º fisheye cameras, which allow four simultaneous perspectives to be obtained with a single device. This has reduced the number of cameras required and has provided useful information through heat maps that identify high traffic areas and waiting times in the offices.
Cameras have been installed in customer service areas and ticket counters to monitor the number of people waiting times, improving service efficiency and identifying possible critical points of agglomeration.
This approach has significantly improved security efficiency and provided useful data for operational planning and resource management.
2nd Phase. Implementation of cameras with facial recognition at branch accesses, to prevent identity theft and detect blacklisted individuals.
In addition, these cameras generate demographic information on the gender and age of visitors, which is integrated into business intelligence systems. This data is essential to better understand customers and to tailor the service offerings according to their needs.
3rd Phase. Monitoring of ATM operations (SCATI CASH). The incorporation of SCATI CASH in the system allows you to “put eyes on your ATMs” and track in real time all operations carried out at ATMs. This system facilitates the detection of suspicious transactions in a matter of seconds, using advanced filters such as date, time and card number. Thanks to this tool, operators can efficiently investigate any complaint or incident, significantly reducing response times and social engineering fraud.
4th Phase. Centralization and management of metadata (SCATI RECKON). SCATI RECKON is a software that centralises and manages metadata from all cameras in 40 branches and ATMs, correlating banking operations with images and videos, which facilitates the traceability of each transaction. In addition to providing a clear view in real time, SCATI RECKON stores valuable information for business intelligence, used by areas such as customer service, human resources, operational risks and fraud prevention.
5th Phase. Integration with commercial management systems. One of the greatest achievements of the project was the integration of video surveillance with other security and operational systems. At the request of the security area, the solution was extended to all counter operations, integrating the bank’s commercial management software with the video surveillance system. This allows each counter operation to be associated with a specific video sequence, improving traceability and simplifying the resolution of customer disputes.
Undoubtedly, this is a 360 project where several areas of the bank are users of the video systems, automating processes, improving ROI and adding the added value of providing data for business intelligence.
All implemented solutions are optimized to reduce operational costs, from the use of fisheye cameras that cover more areas with fewer devices, to efficient video compression using H.265, which reduces the bandwidth and storage required. In addition, the system enables process automation, reducing the need for human intervention in routine monitoring tasks.
BENEFITS
The implementation of this project has generated multiple benefits for BBVA Peru, meeting the key objectives established. With advanced video surveillance, the bank has been able to prevent fraud and reduce incidents of identity theft. Access control through facial recognition ensures that only authorised persons enter sensitive areas, and the SCATI CASH system has improved the management and resolution of complaints at ATMs.
The intelligent video surveillance system allowa the automation of processes, such as real-time alert management, significantly improving response times. The different areas of the bank can now access useful data for business intelligence, optimising customer service and improving strategic decision making.
SCATI’s solution not only ensures security, but increases ROI by adding value in multiple areas of the business. The integration of video data with the bank’s other systems has improved traceability and resource optimization.
Thanks to the counting and queue management cameras, the bank has been able to improve the customer experience by reducing waiting times and optimizing service at teller windows and in customer service areas.
In summary, BBVA Peru’s 360 project is a clear example of how advanced video surveillance technology can transform not only the security of an organization, but also improve its operations, reduce costs and increase customer satisfaction, generating a positive impact on the business.