Case Study: HSBC achieves 90%+ CSAT and new conversational career paths with LivePerson Conversation Builder

HSBC - Customer Case Study

HSBC, a global bank with more than 19,000 customer service agents, set out to automate routine customer-service queries as part of a shift to conversational banking and to reduce agent attrition by creating clearer career pathways within contact centres.

To do this HSBC deployed LivePerson’s code-free Conversation Builder in April 2019, empowering frontline agents to design and manage bots. Within months HSBC UK had a functioning bot with 15 intents, promoted its first Bot Manager and Conversation Designer, seen messaging become the channel of choice, and achieved week‑on‑week CSAT above 90%. HSBC is rolling the solution out further, expects messaging to exceed 50% of interactions, and reports reduced attrition and new career opportunities for agents.

HSBC

Warren Buckley

Global Head of Channel Optimisation