- In yet another regional first, KFH will develop an autonomous system to take application details, communicate with credit bureaus and issue recommendations
- Move follows last year’s announcement of KFH’s customer service chatbot designed to alleviate companywide workloads
March 3, 2019; Kuwait City, Kuwait – Kuwait Finance House (KFH) today announced that it has adopted Robotic Process Automation solutions by Blue-Prism, built on Microsoft technologies. This makes KFH the region’s first company in the Financial services industry (FSI) to implement a fully automated workflow system for retail credit and enables the organisation to empower its employees to better engage customers, optimize operations and transform services.
“Automation of our retail credit application creation and review process is a natural extension of our ongoing journey to introduce new, digitally driven efficiencies for customers and employees,” said Waleed Mandini, Group Chief Retail, Kuwait Finance House. “Microsoft has been an invaluable partner and mentor for us throughout this journey, aiding our technology team in the development of the Baitak Assistant and enabling us to empower our service teams to deliver enhanced customer experiences. Automation allows us to reduce waiting times for credit-application creation, and streamline the approval process.”
Working autonomously, the bot will calculate the customer’s eligibility status, accounting for current KFH policy and national regulations, and issue a credit-eligibility report. It will forward all relevant material to the Relationship Manager. The result will be a companywide reduction in workload, freeing up time for selling and cross selling. The bot will also represent a significant cost reduction, stemming from error reduction and increases in compliance.
“Kuwait Finance House has become a digital-transformation pioneer in the regional FSI sector, working tirelessly to engage customers, empower employees, optimise operations and reinvent products and services,” said Charles Nahas, Country Manager, Microsoft Kuwait. “Improvement of the company’s internal processes and customer experience through digitisation has become part of KFH’s DNA. By ensuring that customers spend less time in branches when applying for housing or consumer financing, KFH provides higher customer satisfaction and more efficient services.”