LivePerson > Case Studies > HSBC Empowers Customer Service Agents with Intelligent Automation

HSBC Empowers Customer Service Agents with Intelligent Automation

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 HSBC Empowers Customer Service Agents with Intelligent Automation - IoT ONE Case Study
Technology Category
  • Analytics & Modeling - Robotic Process Automation (RPA)
Applicable Industries
  • Finance & Insurance
Applicable Functions
  • Sales & Marketing
Use Cases
  • Chatbots
  • Manufacturing System Automation
The Challenge
HSBC faced the challenge of increasing customer interactions and the need to engage more closely with its customers. The bank expected messaging to account for more than 50% of contact centre interactions by the end of 2023.
The Customer
About The Customer
HSBC is a global bank with over 19,000 customer service agents. The bank wanted to provide new career opportunities for its agents and improve customer satisfaction by leveraging intelligent automation.
The Solution
HSBC implemented LivePerson's Conversation Builder, an intuitive intelligent automation solution, to empower its customer service agents to create and manage chatbots. This code-free solution allowed agents to own conversational design, bot building, and bot management for their respective areas of expertise.
Quantitative Benefit
  • The introduction of intelligent automation created new career paths for HSBC's agents, reducing attrition and providing opportunities for growth within the organization. The bank expects messaging to account for more than 50% of contact centre interactions by the end of 2023, indicating increased customer engagement.

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