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Drawing attention with its innovative products and services, Kuwaiti Turk developed digital assistant Selim in cooperation with the local voice and artificial intelligence technology company Sestek. Selim, a digital assistant that achieved 97% success in word recognition, answered 5.6 million customer questions in one year.

*** This release is originally published in Turkish.
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İSTANBUL (TR) - The digital transformation, which accelerated in 2020 due to the outbreak, has also enabled the spread of artificial intelligence-powered technologies. Smart virtual assistants, which take their place in our lives as a product of these technologies, are used in many sectors, especially banking. A successful project developed in this area came from Turkey's leading participation financial institution, Kuwaiti Turkish participation Bank, and Sestek, a local voice and artificial intelligence technology company. Selim, a domestic digital assistant developed in collaboration with the two institutions, has answered 5.6 million questions in more than 2 million interviews in the last 12 months. He achieved 97 percent success in word recognition while responding to the needs of many transactions, such as account transactions, card applications, money transfers, currency transactions and password retrieval. 

When integrated with audio technologies, it will also respond to voice requests

Sestek Founder Prof. Dr. Levent Arslan said about the project, " we once again understood the importance of digitalization during the pandemic period. Selim, the digital assistant we developed with Kuwaiti Turk, demonstrates a success that will serve as an example of artificial intelligence projects implemented in the field of banking. In addition to increasing customer satisfaction by providing users with a fast and practical service, it also makes a significant contribution to operational efficiency with its self-service automation.” 

Dialogue-based technologies with expertise in digital assistant can answer questions from customers by understanding what they mean Selim expressions that can do the financial calculations, and the requested transaction associated with the respective digital assistant who can direct customers to digital channels have evolved as indicating that the menus of Levent Arslan, “in this way, customers Kuveyt Türk internet branch and mobile branch with Selim is able to process text through various channels such as WhatsApp. In the coming period, when it is integrated with audio technologies, Selim will be able to respond to voice requests,” he said.  

Digital assistants ' role in Banking Transformation grows 

Kuveyt Turk Digital Banking Group Manager, who gave information about the project's exit point, Dr. Okan Acar said: "We are witnessing the increasing role of digital assistants in the digital transformation of banking. As Kuwaiti Turk, we also aim to position a digital assistant to improve the customer experience and accelerate digital transformation in all our digital channels. Because of their expertise in audio technologies and their savings in the financial sector, we decided to implement our digital assistant together with Sestek. Thanks to the high recognition success of Selim, the digital assistant, we were able to respond quickly by correctly understanding the needs of our customers. Thus, we were able to reduce information requests from digital channels by 29%. In addition to chatbot with Sestek, we also develop projects for audio technology products,” he said.