NCR Atleos Corporation , a global leader in expanding self-service financial access, has announced a pioneering collaboration with Kuwait Finance House (KFH) to revolutionize the in-branch banking experience through the deployment of hyper-realistic conversational AI avatars.
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This innovative initiative marks a major leap in customer engagement, introducing AI-powered video avatars at KFH account service kiosks. These avatars provide customers with real-time, personalized assistance by answering frequently asked questions, sharing branch-specific information, and soon—guiding users through transactions directly on the kiosk. When necessary, the system can seamlessly escalate interactions to a live agent, ensuring uninterrupted and high-quality support throughout the customer journey.
According to Meshal Mandani, Executive Manager of Digital Channels at KFH, the collaboration represents a milestone in modern 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 stated.
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KFH has taken a bold step in digital innovation by naming its AI avatar “Fahad”, Kuwait’s first virtual employee powered by AI. As part of its broader digital transformation strategy, KFH is also working with Atleos to implement AI-driven speech analytics and an automated quality management system. These technologies will analyze customer interactions—evaluating keywords, categorizing topics, and assessing sentiment—to deliver deeper insights and further enhance the banking experience.
This collaboration not only strengthens KFH’s leadership in AI adoption within Kuwait’s financial sector but also sets new benchmarks for operational excellence and customer satisfaction. “This initiative reflects KFH’s commitment to digital transformation and customer-first innovation, positioning the bank at the forefront of AI adoption in the financial services industry,” said Samer Zeyadeh, Middle East Sales Leader at Atleos. “We look forward to working closely with KFH as they empower customers to access financial services through conversational avatars.”
Powered by advanced natural language processing and AI technologies, the avatars simulate human-like communication, bridging the gap between traditional branch experiences and digital interactions. Sean Mallean, Head of Global Innovation at NCR Atleos, emphasized that while the solution is not yet commercially available, the field test with KFH highlights the transformative potential of conversational AI in redefining customer engagement. “The Innovation Lab at NCR Atleos continues to advance this technology, reinforcing our commitment to delivering frictionless, inclusive customer interactions,” he noted.
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The collaboration offers several key benefits for both banks and customers. It enhances operational efficiency by enabling leaner, more innovative branch formats that reduce costs. It elevates the customer experience through natural, conversational engagement tailored to individual needs. Moreover, it provides scalable support, freeing up human agents to focus on complex queries while AI handles routine interactions.
With this forward-looking initiative, NCR Atleos and Kuwait Finance House are setting the stage for a new era in financial services—where AI and human intelligence converge to create seamless, intelligent, and customer-focused banking experiences.
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