NCR Atleos Corporation has partnered with Kuwait Finance House (KFH) to introduce AI-powered video avatars at branch kiosks, aiming to redefine the in-branch customer experience. 

These hyper-realistic avatars provide real-time, personalised support, answering frequently asked questions and delivering branch-specific information. In the next phase, they will guide customers through transactions directly on the kiosks while maintaining the option to escalate interactions seamlessly to live agents.

Named “Fahad,” KFH’s AI avatar represents Kuwait’s first virtual banking employee, combining advanced natural language processing with human-like interaction capabilities. 

The collaboration extends beyond customer-facing services, with AI-driven speech analytics and an automated quality management system set to analyse interactions for sentiment, tone, keywords, and topics. This dual approach ensures both operational efficiency and an enriched, customer-centric experience.

KFH executives emphasise that the initiative aligns with their broader digital transformation strategy, positioning the bank at the forefront of AI adoption in the financial services sector. By integrating conversational AI into the branch environment, KFH is enabling a more intuitive and accessible customer journey that complements digital channels.

From Atleos’ perspective, the project demonstrates the potential of conversational AI to bridge physical and digital engagement, providing frictionless, inclusive interaction while offering actionable insights for continuous improvement. Although the solution is currently in field testing and not yet commercially available, it highlights the future of AI-assisted banking and the evolving expectations of branch customers.

For logistics, transport, and financial services operators, initiatives like KFH’s showcase the growing role of AI avatars in enhancing operational efficiency, customer engagement, and real-time service delivery.

Discover how AI avatars could reshape customer experiences and operational workflows in banking and beyond, read the full article here.