Kapitalbank became the first bank in Uzbekistan to introduce voice guidance across its ATM network for visually impaired clients. Now, with the help of a voice prompt system, they can independently perform core financial operations.

The project was implemented as part of the bank's strategy to develop an accessible environment and financial inclusion. The solution also complies with the following international standards and regulatory requirements — PCI DSS and EMVCo (cardholder data protection and card transaction security); ISO 9564 and ISO 9241-171 (PIN protection and software accessibility requirements), and others.

An important feature of the project was the active involvement of visually impaired individuals themselves throughout all stages of development and testing. Their experience, recommendations, and feedback formed the foundation of the voice script, making it as clear, convenient, and secure as possible.

The capability to launch this service was embedded as early as the formation stage of the new ATM network. When selecting equipment, Kapitalbank initially focused on devices that meet international inclusivity requirements. The design and ergonomics of the machines comply with the requirements and recommendations of leading international accessibility organizations, including ADA and CEN standards. Additionally, Kapitalbank refined the ATM software, fully adapting its functionality for comfortable, independent use by visually impaired individuals.

To use the service, wired headphones with a standard 3.5 mm audio jack (Mini Jack) are required.

How the service works

• Connection. The client plugs wired headphones into the audio jack located on the front panel of the ATM to the right and marked with a special symbol.

• Activation. Once connected, the ATM automatically switches to voice guidance mode and begins reading out further instructions.

• Completion. After performing the necessary operations, the client simply disconnects the headphones — the voice mode will end automatically.

«Financial services must be equally accessible and convenient for every single client of ours. That is why, when upgrading our ATM network, we initially selected equipment certified according to international inclusivity standards. Voice guidance is not just a technological update, but an important step towards enabling visually impaired clients to manage their finances independently, securely, and confidently without outside help», — noted Oksana Lyndina, Advisor to the Chairman of the Supervisory Board of JSCB Kapitalbank.

The voice assistant guides the client through every stage of interacting with the ATM — from authorization to transaction completion. The implementation of ATM voice guidance, with the option to connect headphones, supports the following scenarios:

• Cash withdrawal

• Card top-up

• Balance inquiry

• Currency exchange operations

• Retail loan repayment

• Individual entrepreneur loan repayment

• Card account top-up without a card

• Mobile phone bill payment

To date, more than 300 Kapitalbank ATMs are equipped with the voice guidance feature and are fully accessible for independent use by visually impaired clients. The list of these ATMs is available on the bank's official website.

Kapitalbank consistently develops an accessible financial environment, introducing modern technological solutions that make banking services equally accessible, convenient, and secure for all residents of Uzbekistan.