(Kuwait Credit Bank) Announces the Official Launch of the Implementation of the Smart Voice Agent Project

Kuwait City, 2 Aug (KUNA) – Kuwait Credit Bank announced the official launch of the implementation of the Smart AI Voice Agent project, aimed at supporting the bank’s call center in collaboration with the Innovation Center for Artificial Intelligence under the Central Authority for Information Technology (CAIT), as part of joint efforts to develop government services and enhance the experience of beneficiaries.

In a press statement on Sunday, Acting General Manager Sultan Al-Dabbous said the project was selected as part of the artificial intelligence initiatives offered by CAIT in partnership with global technology company Microsoft, with the bank being among the first government entities to participate in these initiatives, according to CAIT.

He added that the project will align with customers’ aspirations and meet their needs, noting that one of its key objectives is to improve digital services by enhancing the quality of public interaction and supporting digital transformation through reducing wait times, alleviating pressure on the call center, and fully resolving most calls without the need to transfer them to human agents.

He further explained that the project also aims to reduce the cost per call, measure the average handle time (AHT) and response speed, and enable employees to focus on handling non-standard transactions after routine and repetitive inquiries are addressed.

Al-Dabbous emphasized the bank management’s commitment to providing full cooperation and support to improve the experience of beneficiaries and enhance the efficiency and quality of services provided to citizens, in line with the directives of the wise political leadership, and to contribute to elevating service standards across all sectors, reflecting Kuwait’s civilized image. (End) M.F.S. / H.A.