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ABK Enhances ‘Ahlan Ahli’ to Improve Customer Experience and Security

25 August 2020

ABK Enhances ‘Ahlan Ahli’ to Improve Customer Experience and Security

In line with its ‘Simpler Banking’ strategy, Al Ahli Bank of Kuwait (ABK) has upgraded its Interactive Voice Response Service (IVR) by introducing voice biometrics and fraud detection functions on ‘Ahlan Ahli’. This innovation is a result of the Bank’s commitment to leading industry standards of cybersecurity, and emphasizes the huge importance it places on safeguarding customers’ data security.

ABK’s voice biometrics feature is available to ABK customers, who will be required to record their voice three times in the IVR to create their unique voiceprint. If the verification is successful, a non-readable digital signature will be created and the transaction will be processed. This voiceprint will be the customer’s authentication method henceforth. It conveniently reduces the number of security questions and average call times providing an overall improved customer experience.

The Fraud Detection feature on ‘Ahlan Ahli’ analyses the voice through the course of natural conversation with a Call Center agent. This pioneering technology will work in the background to measure characteristics of the customer’s voice, matching it to the on-record unique voiceprint of suspicious callers to provide an added layer of security. In case of a match, the call is reported in real-time to ABK call agents to provide quick assistance and to prevent potential fraud.

This enhanced IVR service is a key milestone in the Bank’s digital transformation journey, and further simplifies routine banking transactions such

For more information kindly visit eahli.com or contact an ABK customer service agent via ‘Ahlan Ahli’ at 1899899.