DESIGN AND IMPLEMENTATION OF A CYBER-PHYSICAL CUSTOMER MANAGEMENT SYSTEM IN IORT-DRIVEN BANKING ENVIRONMENTS

Abstract

The evolution of banking systems toward digital transformation has led to the integration of cyber-physical systems (CPS) and the Internet of Robotic Things (IoRT) to enhance operational efficiency, security, and customer experience. This paper presents the design and implementation of a Cyber-Physical Customer Management System (CPCMS) that leverages IoRT technologies to enable intelligent, autonomous, and human-interactive banking operations. The proposed system combines physical robotic interfaces, IoT-based sensors, and cloud-driven analytics to create a seamless bridge between the physical and digital banking environments. By incorporating artificial intelligence and real-time data processing, the CPCMS is capable of managing customer interactions, verifying identities, processing transactions, and offering personalized financial assistance through adaptive learning models. A layered system architecture is developed to ensure interoperability between robotic agents, IoT infrastructure, and backend financial systems. The experimental implementation demonstrates improved service efficiency, reduced queue times, enhanced security, and higher customer satisfaction levels compared to conventional banking service models. Furthermore, the proposed system facilitates remote accessibility and predictive maintenance of robotic units through continuous monitoring and feedback mechanisms. The findings highlight the potential of IoRT-integrated CPS solutions in revolutionizing the modern banking landscape, enabling the transition toward autonomous, customer-centric, and intelligent financial ecosystems.