As part of its ongoing leadership in digital transformation and the adoption of AI and technology innovation, Kuwait Finance House (KFH) has launched a suite of advanced smart solutions in its Contact Center that leverage AI technologies. This initiative aims to enhance customer experience, boost operational efficiency, and improve service quality according to the highest global standards.

KFH Deputy General Manager Digital and Alternative Channels, Meshal Alobaid, said that this step is part of KFH’s continuous efforts to provide a state-of-the-art and an intelligent banking environment that caters to customers’ aspirations. He stressed the significance of investing in modern technologies as a key element in KFH’s digital leadership journey.

He added: “At KFH, we remain steadfast in adopting the best technological solutions that allow us to gain deeper understanding of customers’ experience and elevate performance quality within the contact center. This ensures prompt and professional handling of all inquiries and services.”

Speech Analytics

Alobaid pointed out that KFH implemented Speech Analytics, an advanced solution that converts telephone calls into accurate, searchable text. This offers precise insight into calls by evaluating keywords, categorizing topics, and analyzing the dominant sentiment of customer emotions and tone (positive, negative, or neutral) to assess satisfaction or frustration levels, in addition to providing automatic call summaries.

He explained that the system monitors frequent topics like complaints and inquiries and evaluates employees against approved procedures, supporting a comprehensive digital service quality assessment. Alobaid added, "It also accurately covers all customer interactions, providing deeper insights for decision-makers."

Automated Quality Management

Alobaid further noted that KFH has also rolled out the Automated Quality Management system. “This system evaluates calls automatically and comprehensively according to pre-approved standards,” he explained. “It ensures efficient coverage of all calls, enabling the detection of trends and more in‑depth performance analysis compared to traditional methods.”

He added that this system fosters a culture of continuous improvement by enhancing the First Call Resolution process. It empowers employees to address customer inquiries more efficiently through precise, targeted feedback. Consequently, the system reduces the need for repeated calls and boosts overall customer satisfaction.

Digital leadership and advanced banking experience

These initiatives highlight KFH's commitment to providing a comprehensive banking experience driven by innovation and technology, always placing the customer at the core of its operations. This proactive strategy acknowledges the rapid shifts within the banking sector and reinforces the bank's dedication to sustained excellence.

It serves to note that KFH has recently launched a comprehensive update to its KFHOnline app. The new update features a sleek modern design with smart banking features, aligning with the Bank’s commitment to offering integrated digital solutions that meet customer expectations. In 2024 alone, over 400 million banking transactions were carried out through KFH’s various digital channels.

KFH's smart branches (KFH Go) and e-channels offer innovative solutions including electronic payments, account opening, instant card printing, and self-service devices. They even facilitate gold buying and selling, showcasing KFH's commitment to providing unlimited, highly efficient, and flexible electronic services.

KFH is steadfast in its investment in cutting-edge digital solutions. These initiatives are pivotal for optimizing operational efficiency, enriching customer experiences, and reinforcing its standing as a leader in providing intelligent banking services of global standards.