Case Study: HSBC achieves $60 million in projected three-year value with Genesys Cloud AI orchestration

HSBC predicts $60 million in three-year value from Genesys Cloud AI orchestration

HSBC, the UK financial services firm, needed better end-to-end visibility into its customer experience. Working with Genesys and its Genesys Cloud CX platform, HSBC sought to improve how it understood and managed customer interactions across channels.

Genesys implemented AI-powered capabilities in Genesys Cloud CX, including predictive routing, Agent Copilot, and workforce engagement management. The results included a 48% reduction in abandonment rates, a five-minute reduction in handle time per interaction, a 32% reduction in transfers, improved first-contact resolution, and about two hours saved per day for supervisors, with HSBC also predicting $60 million in three-year value.

HSBC

Paulette Toynton

Global Head of Channel Service and Customer