NCR Atleos has partnered with Kuwait Finance House (KFH) to introduce an AI-powered video avatar designed to enhance in-branch customer services.
The initiative deploys conversational AI avatars at KFH’s account service kiosks to provide real-time, personalised assistance.
The avatars can answer frequently asked questions, offer branch-specific information, and, in the next phase, guide customers through transactions.
When necessary, interactions can be escalated to a live agent.
“Our collaboration with Atleos marks a significant milestone in the evolution of banking,”
said Meshal Mandani, Executive Manager of Digital Channels at KFH.
“By integrating conversational AI into the branch environment, we’re enabling a more intuitive and accessible experience that aligns with modern customer expectations.”
KFH has named its avatar “Fahad,” Kuwait’s first AI-powered virtual employee.
As part of the collaboration, the bank will also implement AI-driven speech analytics and an automated quality management system to analyse customer interactions by identifying keywords, categorising topics, and assessing sentiment and tone.
“This initiative reflects KFH’s commitment to digital transformation and customer-focused innovation,”
said Samer Zeyadeh, Middle East Sales Leader at Atleos.
“We look forward to supporting KFH as they expand access to financial services through conversational avatars.”
According to Atleos, the solution aims to improve operational efficiency by supporting leaner branch formats, enhance customer experience through personalised interaction, and enable human agents to focus on more complex queries.
Featured image credit: Edited by Fintech News Middle East, based on image by pongsaksapakdee via Freepik
