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Transforming Customer Service For HSBC

HSBC is one of the world’s largest banking and financial services organisations and one of the industry’s most valuable brands.

HSBC US were looking to increase operational efficiency and help customers get swift and effective answers to their queries. HSBC engaged Filament.ai to develop AiDA (automated immediate digital assistant), which now provides the first layer of Customer Service on the HSBC US website.

AiDA integrates with Dialogflow from Google for Natural Language Processing (NLP) and with LiveEngage to ensure a consistent user experience for HSBC customers. Filament.ai has empowered AiDA to seamlessly transfer a conversation to a live agent when necessary.

AiDA went live at the beginning of June 2018 and is on a path of continuous improvement, with ongoing monitoring and re-training daily and a number of new flows and intents planned for the near future. All improvement activity is based on recommendations as a result of real customer interactions.

As well as the core bot development, Filament.ai supplied HSBC with our Enterprise Bot Management (EBM) portal. This portal contains enhanced analytics and deployment capabilities, empowering HSBC to analyse AiDA’s performance and make continuous improvements in-house.

50%

Saved customers 12 minutes per chat

90%

COST REDUCTION FOR CALLS HANDLED BY THE BOT (FROM $7.50 DOWN TO $0.62)

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