Bank of Ireland UK has partnered with a specialist provider to improve the customer experience of customers who are deaf and hearing impaired.
The deal with SignVideo by Sorenson will mean customers can use sign language when interacting with the bank’s staff using a computer, tablet or smartphone.
The new web link service will connect customers with a qualified interpreter who will relay the conversation in real time to a Bank of Ireland UK colleague.
“Delivering accessible and inclusive services that meet the needs of all customers is important to us,” said Gail Goldie, chief executive of Bank of Ireland UK, who said the deal would ensure that deaf and hearing impaired customers feel valued.
“Finance impacts so many aspects of life and we continue to challenge ourselves to ensure as many customers as possible have access to banking solutions that enable them to maintain their financial independence.”
In research accompanying the announcement, the bank said that around 151,000 people use British Sign Language in the UK, with around 25,000 using sign as their primary method of communication.
The new services are available from Monday to Friday between 0900 and 1700hrs. Irish Sign Language users can also use the service, an ISL interpreter can be made available upon request.
“This announcement represents a significant step in our journey to deliver inclusive communication service,” said Jorge Rodriguez, chief executive officer of Sorenson.
“We encourage all industries to join us in providing accessible, inclusive services that directly impact people’s lives and change the way business is conducted.”