Kuwait Finance House (KFH) has launched an artificial-intelligence AI chatbot built on Microsoft technologies, in a move that promises to drive digital transformation by improving customer engagement and empowering KFH employees. The chatbot will be available to customers 24/7, on KFH’s most popular engagement channels, including the company’s website and mobile app.
Meanwhile, employees will be empowered to achieve more, as AI will be employed to reduce workloads, allowing customer-service agents to attend to more complex issues and leave standard queries to be resolved by the AI system. The solutions will also incorporate more efficient ways to analyse customer enquiries, and facilitate wider and deeper data insights.
“KFH’s “Baitak Assistant” Chatbot is the latest stepping stone on the phased journey KFH is taking. KFH has already moved to the Microsoft cloud, adopting Office 365 and Dynamics CRM, and adding an advanced layer of security to daily operations through Enterprise Mobility and Security. Dynamics CRM has allowed the automation of multiple service requests at both branch and department level; a more structured sales process, with improved visibility of the pipeline by senior management; and better contact centre efficiency,”said Group Chief Retail and Private Banking Officer at KFH, Waleed Khaled Mandani.
Charles Nahas, General Manager, Microsoft Kuwait says that AI chatbots can support and scale business teams in their ability to serve customers. This technology’s potential as a mean to increase customer satisfaction and slash costs is grabbing the attention of businesses across sectors and adoption rates are soaring.
KFH also has plans to use the Baitak Assistant chatbot service internally, to assist employees with business processes and operational queries. Other benefits to the Chatbots include consistency in customer experience and information received; the ability to adopt new messaging platforms quickly and cost-effectively; and flexibility in marketing options.
Source Albawaba