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Case Studies
HSBC's Transition to Conversational Banking through Intelligent Automation
Overview
HSBC's Transition to Conversational Banking through Intelligent AutomationLivePerson |
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Analytics & Modeling - Robotic Process Automation (RPA) | |
Finance & Insurance | |
Sales & Marketing | |
Chatbots Manufacturing System Automation | |
Operational Impact
The introduction of intelligent automation at HSBC has led to significant operational improvements. The bank has been able to blend human empathy with intelligent automation, which has been crucial to its success. The front-line team now has control over its own destiny and can operate with increased agility, faster and smarter than ever before, to get customers the resolutions they’re seeking. The move to Conversational Banking has also created an exciting new career path for some of its agents, forever changing the expectation of the contact centre world. This has not only reduced attrition but also increased the chance of reaching the highest possible customer satisfaction with every interaction. | |
Quantitative Benefit
HSBC expects messaging to account for more than 50% of contact centre interactions by the end of 2023. | |
The bank has introduced new roles such as Conversation Designer and Chatbot Manager, creating new career paths for its agents. | |
HSBC plans to roll out Conversation Builder to other countries, indicating a potential increase in efficiency and customer satisfaction globally. | |