Turning ATMs Inclusive in Multilingual Markets: A Scalable Voice Solution for Banks

Improving ATM accessibility remains a practical challenge for many banks, especially in markets with multilingual requirements and large installed device networks. In Kazakhstan, Eurasian Bank and BS/2 responded to this challenge with a voice-guided solution that helps make self-service banking more accessible while building on existing ATM infrastructure. 

BS/2 Kazakhstan, with support from BS/2 headquarters in Lithuania, introduced a voice-guided menu across the ATM network of JSC Eurasian Bank in Kazakhstan. The solution runs on Diebold Nixdorf DN 200V, DN 400V, and DN 450V devices. Its purpose is clear: to help people with visual impairments use essential banking services independently. 

The user journey was designed with close attention to detail. Once a customer connects headphones to the standard 3.5 mm jack, the ATM switches to voice guidance mode. The screen dims for privacy, and the user receives step by step audio instructions throughout the transaction. This creates a more secure and comfortable self-service experience. 

One of the main challenges was language support. As Mansur Edigenov, Head of Technical Support Division at BS/2 Kazakhstan, noted, “The main difficulty was the lack of a standard text-to-speech module for the Kazakh language. We wanted to avoid relying on external solutions, so we built our own voice system.” The prompts are generated in three languages and stored locally on each ATM. This allows the solution to work reliably and without dependence on internet connectivity. 

The project took around four months and included phased testing with representatives of disability organizations and the Republican Library for the Blind and Visually Impaired in Kazakhstan. Their feedback helped refine the structure, timing, and clarity of the prompts. At this stage, the solution supports three core services: cash withdrawal, card top-up, and balance inquiry. 

The project is already moving beyond a single deployment. According to BS/2, the same solution has been introduced on the ATMs of another major commercial bank in Kazakhstan. The company is also considering further rollout in Uzbekistan and the Baltic countries, where similar multilingual requirements apply. This makes the Eurasian Bank case more than a local success story. It is becoming a strong reference point for wider regional adoption.