LivePerson > Case Studies > HSBC Goes Conversational with Intelligent Automation

HSBC Goes Conversational with Intelligent Automation

Technology Category

Automation & Control - Human Machine Interface (HMI)

Applicable Industries

Finance & Insurance

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Services

System Integration

The Challenge

With the move to Conversational Banking, HSBC has created an exciting new career path for some of its 19,000+ customer service agents. The new roles it has introduced to date include Conversation Designer and Chatbot Manager in both onshore and offshore contact center teams.

When operating at the scale of HSBC, automation can lighten the pressure put on agents by eliminating repetitive simple tasks.

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The Customer

HSBC

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About The Customer

HSBC Holdings plc is a British multinational universal bank and financial services holding company. It is the largest bank in Europe by total assets, with US$2.953 trillion as of December 2021. In 2021, HSBC had $10.8 trillion in assets under custody (AUC) and $4.9 trillion in assets under administration (AUA), respectively. HSBC traces its origin to a hong in British Hong Kong, and its present form was established in London by the Hongkong and Shanghai Banking Corporation to act as a new group holding company in 1991; its name derives from that company's initials. The Hongkong and Shanghai Banking Corporation opened branches in Shanghai in 1865 and was first formally incorporated in 1866.

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The Solution

In choosing LivePerson’s Conversation Builder, HSBC has a code-free solution that enables its best conversation designers—its contact centre agents—to own conversational design, bot building, and bot management for their respective areas of expertise. Bots are built by creating automated dialogues that could include back-end integrations and connections to messaging channels like Apple Business Chat or WhatsApp.

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Operational Impact

[Efficiency Improvement - Integration]
The front line team now has control over its own destiny and can operate with increased agility

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