智慧銀行是金融創新與科技相互結合的產物，不單指網路銀行、手機行動銀行或自動櫃員機等非人工處理的自助銀行服務管道，而是利用新科技，推出新的銀行產品和服務。遠程視訊櫃員機(Virtual Teller Mechine，簡稱VTM)具備分行櫃員作業所需的軟硬體設備模組，搭配遠端的視訊客服系統，取代櫃台部份業務，節省客戶等候時間，延長服務時間，並可將據點延伸至分行未到之處。設置VTＭ可優化人力配置，對於金融業者提高收益及降低營運成本有一定之成效，此一創新設計最符合智慧銀行之精神。
本研究收集國際VTM個案及國內發展概況，再針對一般消費者進行問卷調查，另邀請國內大型金融控股公司之作業規劃部門高階主管進行訪談，彙整出台灣未來設置VTM之建議如下：

1.願意使用VTM的主要原因係能提供營業時間以外的服務，節省在銀行排隊的時間。不願使用VTM者，主要是因為他們對於VTM之個人資料保護有高度的疑慮。
2.金融業者冀望將重複性高之業務改由機器來進行，初期設置將選擇客戶有主動申辦業務需求之據點，如證券收付處或薪轉公司企業，以提高使用率。
3.目前VTM適用法規，主管機關尚未釐清，因此台灣VTM未有完整功能。
4.整體而言，VTM需求是明確的，相關法令鬆綁後，推出完整功能的VTM，才能達到其應有之效益。

Smart Bank is a combination of financial innovation and technology. It is not only about Internet Banking, Mobile Banking, Automated Telling Machine or other non-human-assisted services. This study investigated the implementation of a smart bank teller technology called Virtual Teller Machine (VTM). In addition to the functions of ATM, VTM has the hardware and software modules required for the operation of the branch teller, and the remote video service system can be used to replace the counter part of the business, save customer waiting time, extend the service time, and extend the position to the branch where it is not located. Set up VTM to optimize the distribution of manpower, it has to be a success for the financial industry to increase its revenues and lower operating costs, which the innovative design is the most consistent with the spirit of a Smart Bank.
In view of that international VTM case and the domestic development, this study is conducted to the general consumer to conduct a questionnaire survey, and invite the senior executives of the operation planning department of large financial holding company to conduct interview. Regarding to future implementation of VTM in Taiwan, this study proposed the following suggestions:
1.The main reason to be willing to use VTM is to provide a service outside of business hours, saving time in line in the bank. Reluctant to use VTM, the main reason is that they have highly doubt about VTM's personal data protection.
2.The banking industry hopes to change the repeatable business to the VTM. Initially, the systems will be first installed at locations where customer’s high demand for banking services, such as the telling counter at securities firms or firms which transfer employees’ salaries into their bank accounts, to improve the utility rate of VTM.
3.At present, the regulations governing VTM remain unclear, so the functions of VTM are not fully available in Taiwan.
4.Overall, the demand for VTM is clear. After the relevant laws are released, the full function of VTM can be released to achieve its benefits.

一、中文部分
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二、英文部分
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