Robot takes over safe deposit access at Shanghai Commercial Bank

It serves more than 1,600 boxes at Kennedy Town branch.

Shanghai Commercial Bank Ltd. is automating safe deposit box retrieval at its Kennedy Town branch as Hong Kong banks add technology and private wealth services to their retail operations.

“Whilst automated safe deposit box technology is relatively new to the Hong Kong market—meaning industry-wide statistics or benchmark reports are not yet available—our decision to invest was driven directly by customer feedback,” Tony Wan, managing director and head of segments and retail, told Asian Banking & Finance.

He said customers wanted faster, more private access to their valuables, prompting the bank to install a robotic system that retrieves boxes from its vault and delivers them to a private customer room.

The shift marks a sharp change from the branch’s origins. When the West Point Branch opened in 1962, Kennedy Town had a bigger manufacturing base and the branch served manufacturers and small and medium enterprises with trade-finance and bill-negotiation services.

“Today, as the local economy has evolved, we have adapted our space to meet the growing demand for wealth management,” Wan said in an emailed reply to questions.

The West Point Branch on Catchick Street in Kennedy Town has more than 1,600 safe deposit boxes of different sizes. Customers verify their identity at the service counter before receiving a one-time quick-response (QR) code to enter a private room, where the robotic arm delivers their assigned box.

Customers open the boxes with their personal keys without entering the vault or carrying the boxes themselves, including heavier boxes stored on higher levels.

The branch has more than 7,000 square feet of usable floor area. Its first-floor Wealth Management Centre includes private meeting rooms and dedicated relationship managers instead of open counters, whilst a separate VIP area and consultation rooms serve high-net-worth customers.

The bank targets residents of Hong Kong’s Central and Western District, particularly affluent customers seeking storage for title deeds, jewellery, and luxury goods.

Hong Kong’s wealth-management market provides a large potential customer base. A Securities and Futures Commission survey released in July showed assets under management rose 20% year on year to a record $5.4t (HK$42.2t) at the end of 2025. Net fund inflows nearly tripled to $264b (HK$2.07t).

Shanghai Commercial Bank’s redesign includes recycled terrazzo, certified quartz flooring, wood veneers, and recyclable vinyl flooring. Carpet materials used in the project were equivalent to diverting 168,050 plastic bottles from landfill.

Intelligent temperature controls and energy-saving LED lighting are designed to reduce electricity use, whilst the bank is pursuing LEED Gold certification for the branch.

Wan said similar environmental upgrades could be considered for other branches.

Wan said the robotic system’s higher initial cost and longer payback period could slow adoption by other banks. The bank did not disclose the renovation cost or a financial return target.

He expects customer-focused institutions to adopt the technology first, with broader use as the system matures and costs fall.