"Smart Voice Agent" Begins Operations at Al-Ehtiam Bank to Enhance Customer Experience

Al Eteham 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 Artificial Intelligence Innovation Center under the Central Authority for Information Technology (CAIT), as part of joint efforts to develop government services and enhance the beneficiaries’ experience.

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. The bank was among the first government entities to participate in these initiatives, according to CAIT.

He added that the project aligns with customer expectations and meets their needs, highlighting that one of its key objectives is to improve digital services by enhancing the quality of public interaction and supporting digital transformation. This will be achieved by reducing wait times, alleviating pressure on the call center, and fully resolving most calls without the need to transfer them to human agents.

Al-Dabbous noted that the project also aims to reduce the cost per call, measure average handle time (AHT) and response speed, and allow employees to focus on handling non-routine transactions after routine and repetitive inquiries are managed by the AI agent.

He emphasized the bank management’s commitment to providing full cooperation and support to improve the beneficiaries’ experience and enhance the efficiency and quality of services provided to citizens, in line with the directives of the wise political leadership. The bank seeks to contribute to advancing service levels across all sectors, reflecting Kuwait’s civilized image.