HSBC

HSBC scenario risk-modelling with BigQuery/Dataflow via Risk Advisory Tool

HSBC · Risk assessment · GCP

HSBC built a scenario risk-modelling Risk Advisory Tool on Google Cloud to move high-volume scenario analysis and risk modelling off limited on-premises hardware and accelerate decision support for traders and risk-management teams. The implementation used Google Cloud services including Cloud Storage, Dataflow, and BigQuery.

HSBC revolutionizes crime detection with AI

HSBC · Risk assessment · Microsoft

HSBC, in collaboration with Google, employs advanced AI systems to prevent financial crimes more effectively. Their 'Dynamic Risk Assessment' AI processed 1.35 billion transactions monthly across 40 million accounts, significantly enhancing detection accuracy. HSBC's AI-driven capabilities reduced false-positive alerts by 60% while increasing detection rates for financial crimes.

Production

HSBC automates small business accounting with embedded AI-powered solution

HSBC · Compliance automation · Microsoft

HSBC partnered with Ember, a British embedded finance startup, to offer an AI-driven accounting and tax automation tool for small business clients. The integration enables freelancers and small businesses using HSBC UK's online banking portal to access Ember's features without leaving the bank's environment. Ember fetches bank transactions, categorizes them, tracks expenses, generates invoices, estimates taxes, and helps owners understand dividend availability. The collaboration addresses the complexities of accounting software typically designed for accountants—not end users—by delivering a streamlined experience for business owners. Ember's solution is strategically timed with regulatory changes in the UK that require businesses to file taxes digitally by 2026, impacting around 1.75 million businesses. This free-to-use integration within HSBC's platform offers a natural acquisition channel for Ember, which monetizes advanced features and expert accounting support. The article highlights the fragmented market for SME accounting and Ember's approach to partnership adoption as a growth lever. The implementation leverages Microsoft Azure as the core cloud backbone for security, reliability, and AI capabilities. This partnership aims to improve financial workflows, reduce manual effort, facilitate compliance, and enhance overall customer experience for small business owners.

HSBC boosts customer service automation with AI conversational bots

HSBC · Customer support automation · Microsoft

HSBC, Europe's largest bank, identified an increasing demand for digital banking channels among its customers, who wanted instant support and on-demand assistance. Over the last four years, HSBC transformed its service experience by deploying chatbots and voicebots on its website, internet banking, and mobile platforms. The project was led by the customer service transformation team and was grounded in insights from frontline contact centre agents who designed the AI bot conversations. This approach ensured responses were tailored to real customer needs based on frequent service scenarios. The chatbot answers FAQs and handles increasingly complex cases, such as assisting with payment declines or providing financial advice. The voicebot complements the solution by automating tasks like card cancellation and address changes. Key design principles included a human-centered experience, high-quality backend integrations, and respect for data privacy. The emphasis was on improving both customer autonomy and satisfaction without replacing humans for complex tasks. Learnings from deployment highlighted the importance of measuring customer satisfaction (NPS) over traditional containment KPIs, and integrating customer effort analysis into continuous improvement. Privacy-sensitive discussions benefit from chat-based channels. Since launching, HSBC experienced significant growth in digital engagement; many customers now interact through bots for banking needs that previously required live agents. The digital service model frees contact center staff for higher-level tasks, increasing operational efficiency. By investing in internal buy-in with clear communication among stakeholders, HSBC ensured executive alignment and organizational readiness.

Production

HSBC deploys Dialogflow to reduce policy-expert call burden

HSBC · Customer service automation · GCP

HSBC, a global banking organization, built ORRA as an intranet-accessible FAQ and document-search chatbot to answer internal policy questions for risk management colleagues across its global operations. The solution was designed to reduce the time employees spent on manually intensive policy queries, improve the consistency and quality of responses, and provide analytics on the type, frequency, and source of questions for operational resilience and policy improvement.

Production