Eurasian Bank and BS/2 Introduce a Voice-Guided Menu on Self-Service Devices in Kazakhstan

The BS/2 Kazakhstan team, supported by colleagues from the BS/2 headquarters in Lithuania, has implemented a project for Eurasian Bank to adapt self-service devices for customers with visual impairments. Thanks to the new voice-guided menu function, visually impaired clients can independently use essential banking services, making the bank’s services more inclusive and accessible for all citizens.

Kazakhstan enforces nationwide regulations requiring equal access to financial services for all population groups. As part of this initiative, commercial banks have begun adapting their self-service devices for people with disabilities. Eurasian Bank implemented this project in collaboration with BS/2 Kazakhstan.

The voice-guided menu was deployed across Eurasian Bank’s ATM network, including Diebold Nixdorf DN 200V, DN 400V, and DN 450V machines. This project became a practical example of the government’s program to create an inclusive financial environment and demonstrated how modern technologies can address socially important challenges.

To activate the voice-guided menu, customers simply connect headphones to the standard 3.5 mm jack on the ATM. Once connected, the screen is dimmed and a “hidden mode” is activated to ensure the confidentiality of transactions. The device then guides the user through each step with voice instructions from language selection to confirming the transaction.

An Innovative Solution from BS/2

The absence of a standard text-to-speech module for the Kazakh language became the central technological challenge. To enable full audio support, the BS/2 team developed a custom solution to replace the standard TTS.

Mansur Edigenov, Head of  Technical  Support Division at BS/2 Kazakhstan, explained:
“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. It uses pre-recorded audio files and generates three-language voice prompts in real time. This approach provides instant feedback and a smooth user experience.”

The system reads the information displayed on the ATM screen and plays the appropriate audio file based on context. For dynamic data such as cash amounts or account balances, the system creates spoken values by combining pre-recorded numerical fragments. All audio files are stored locally on each device, which ensures fast response times and reliable operation even without an internet connection.

Collaboration and Teamwork

The project took approximately four months to complete. It was carried out by an international BS/2 team from Kazakhstan and Lithuania, including technical integrator Bakhtiyar Kusmanov, Head of Support Mansur Yedigenov, and Senior Engineer Marius Libnickas.

The solution went through multiple testing stages with representatives from disability organizations and the National Library for Blind and Visually Impaired Citizens. Their recommendations helped optimize the length and structure of voice prompts to make the interface as intuitive and user friendly as possible. Three core services are currently available: cash withdrawal, card deposit, and balance inquiry.

Azat Lyukhuzayev, CEO of BS/2 Kazakhstan, noted:

“I want to highlight the professionalism and engagement of the Eurasian Bank team. Working with a partner like this is always smooth and productive. All tasks were handled quickly and with a deep understanding of the project’s goals. Together, we delivered a solution that makes ATMs more convenient and accessible for visually impaired clients. This is an important step toward making banking services in Kazakhstan easy and comfortable for everyone.”

A Scalable Solution

The technology developed by BS/2 does not depend on third-party TTS providers, making it flexible and scalable. It can be adapted to any language and any banking system that uses a web-based interface.

The solution has already been implemented in the ATM network of one of Kazakhstan’s largest commercial banks and is currently in the testing phase. There is also ongoing interest in deploying similar solutions in Uzbekistan and the Baltic countries, where there are comparable linguistic needs. The project also represents an important step toward expanding financial accessibility for all customer groups.

BS/2 previously completed a similar project in Georgia with Bank of Georgia, where the voice-guided menu also helps visually impaired individuals use self-service devices independently.

Watch the video about the project in Georgia:

The implementation of the voice-guided ATM menu for Eurasian Bank demonstrates how innovation can support a social mission. The BS/2 solution shows that technology can do more than improve convenience. It can open access to financial services for every customer without exception.