NCR Atleos Corporation has collaborated with Kuwait Finance House (KFH) to introduce AI-powered conversational avatars at account service kiosks in KFH branches, aiming to transform in-branch customer interactions with real-time, personalized assistance.
This initiative involves the deployment of hyper-realistic, AI-driven video avatars designed to answer frequently asked questions about KFH services and provide branch-specific information. In a subsequent phase of the collaboration, these avatars will guide users through transactions directly on the kiosk. The system also allows for seamless escalation to a live agent when more complex support is required.
Meshal Mandani, Executive Manager Digital Channels at KFH, commented on the collaboration, stating, “Our collaboration with Atleos marks a significant milestone in the evolution of banking. By integrating conversational AI into the branch environment, we’re enabling a more intuitive, accessible, and customer-centric experience that aligns with the demands of modern-day life.” He added that KFH is advancing its digital transformation strategy and reinforcing its leadership in AI adoption. KFH has named its avatar “Fahad,” identifying it as Kuwait’s first AI-powered virtual employee.
In addition to the avatars, KFH will work with Atleos to implement AI-driven speech analytics and an automated quality management system. These tools are designed to provide insights into customer interactions by evaluating keywords, categorizing topics, and analyzing the sentiment and tone of communications, further positioning KFH at the forefront of digital transformation and AI innovation in Kuwait’s banking sector.
Samer Zeyadeh, Middle East Sales Leader at Atleos, noted, “This initiative reflects the commitment of KFH to digital transformation and customer-first innovation, positioning the bank at the forefront of AI adoption in the financial services industry. We look forward to working closely with KFH as they empower customers to access financial services with conversational avatars.”
These avatars utilize advanced natural language processing and AI technologies to deliver human-like interactions. Sean Mallean, Head of Global Innovation at NCR Atleos, stated, “While this solution is not yet available as a commercial product, our field test with Kuwait Finance House demonstrates the potential of conversational AI to transform customer engagement.” He affirmed that the Innovation Lab at NCR Atleos continues to advance this technology to enhance customer experience through frictionless, inclusive interaction.
Key benefits identified for the solution include operational efficiency through leaner branch formats and potential cost savings, an enhanced customer experience offering personalized, conversational support, and scalable support that allows human agents to focus on complex inquiries while AI manages routine tasks.
Kuwait Finance House (KFH), established in 1977, is recognized as a pioneer in the Islamic banking industry, being the first Islamic bank founded in Kuwait. KFH has grown to become the largest bank in Kuwait by market value and ranks as the second largest Islamic Bank globally by assets. The KFH Group operates in 10 countries, including Kuwait, Bahrain, Saudi Arabia, the United Arab Emirates, Turkey, Germany, the United Kingdom, and Egypt, supported by an extensive network of over 600 branches and approximately 3,000 automated teller machines (ATMs), employing nearly 17,500 individuals. KFH’s mission emphasizes innovation and customer service excellence, promoting sustainability and digital transformation.
Atleos (NYSE: NATL) specializes in expanding self-service financial access, leveraging its expertise in ATMs and an operational scale that includes a large independently-owned ATM network. The company focuses on improving operational efficiency for financial institutions, driving footfall for retailers, and enabling digital-first financial self-service experiences for consumers. Atleos is headquartered in Atlanta, Ga., with approximately 20,000 employees globally.
