KIB introduces 2 new contact center features

By Shilpa Annie Joseph, Official Reporter
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KIB Chatbot
Rep. Image | Courtesy: KIB

Kuwait International Bank (KIB) has launched two new features to its suite of contact center services that aim to add more ease and convenience to every customer interaction.

This comes as part of the Bank’s overarching strategy for achieving holistic banking distinction that resonates in every touch point with the customer.

KIB introduced the WhatsApp interactive service, which allows customers to skip all hotline queues and get an instant reply to their inquiries. To initiate a conversation with the new interactive service, customers simply need to save the Bank’s number on their phones and prompt a chat using WhatsApp.

In addition, the Bank announced that its Black Account segment customers now have a designated contact center team who are solely devoted to taking their calls 24×7.

Commenting on the new features, Mr. Taher Al-Baghli, Contact Center Assistant Manager at KIB, said that, “We understand that time and effort are valuable resources, and that’s why we are always on the lookout for innovative solutions that enable us to save our customers’ precious resources. In a fast-paced market, our goal is to be able to serve our customers with speed and uncompromised quality, not to mention being available on the channels that they prefer to use for communication.”

Furthermore, Mr. Al-Baghli affirmed that “the newly launched KIB WhatsApp interactive service is a testament to the Bank’s commitment to staying on par with the latest technologies available across the global banking industry. With growing advances in artificial intelligence (AI) technologies, AI-supported chatbots can now tend to customers’ queries in an accurate, personalized, and time-saving manner, making the KIB WhatsApp interactive service a valuable addition to the Bank’s pool of tech-based solutions and a noteworthy step toward its digital transformation.”

Mr. Al-Baghli noted that adopting new technologies also allows the Bank to utilize its customer service representatives more productively. By opening up new, automated channels of communication, KIB ensures that its staff can focus their energy and attention on top-priority queries without any distractions, which ultimately guarantees better service quality for all customers.

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