Kuwait Finance House Teams with NCR Atleos to Transform Banking via AI

NCR Atleos Corporation, a global innovator in self-service financial technology for banks, retailers, and consumers, has partnered with Kuwait Finance House (KFH) to enhance the in-branch banking journey. Together, they are deploying a hyper-realistic conversational AI avatar that elevates how customers interact with KFH’s services.

Through this collaboration, KFH has rolled out AI-powered video avatars at account service kiosks inside its branches. These digital assistants provide real-time, personalized guidance by responding to frequently asked questions, sharing branch-specific updates, and helping users understand available banking services. In the next phase, the avatar will be able to support customers directly through kiosk-based transactions. When additional assistance is needed, the system can quickly connect users with a live representative, ensuring premium support without interruptions.

Meshal Mandani, Executive Manager Digital Channels at KFH, said, “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 emphasized that this initiative reflects KFH’s long-term vision to strengthen its digital transformation efforts and lead AI adoption within the country. KFH has named the avatar “Fahad,” recognizing it as Kuwait’s first AI-powered virtual employee. The bank will also work with Atleos to introduce AI-driven speech analytics and automated quality management, enabling smarter insights into customer interactions by tracking keywords, sentiment, and conversation topics. This approach reinforces KFH’s position as a digital leader in Kuwait’s banking sector.

Samer Zeyadeh, Middle East Sales Leader at Atleos, said, “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.”

Built on advanced AI and natural language processing, the avatars deliver lifelike interactions that bridge the gap between traditional branch visits and digital engagement.

Although the technology is not yet commercially available, its early implementation is generating strong momentum. Sean Mallean, Head of Global Innovation at NCR Atleos, noted, “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. The Innovation Lab at NCR Atleos continues to advance this technology, reinforcing our commitment to enhanced customer experience through frictionless, inclusive interaction.”

The solution brings multiple benefits, including:

• Operational Efficiency: Supports streamlined branch formats and lowers operational costs
• Enhanced Customer Experience: Offers personalized, conversational, and intuitive support
• Scalable Support: Allows human agents to focus on complex banking needs while AI manages routine interactions

This initiative highlights the growing role of AI-driven solutions in modern banking as institutions shift toward more personalized, efficient, and accessible customer experiences.

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