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HSBC's Transition to Conversational Banking through Intelligent Automation
技术
- 分析与建模 - 机器人过程自动化 (RPA)
适用行业
- 金融与保险
适用功能
- 销售与市场营销
用例
- 对话机器人
- 自动化制造系统
挑战
随着转向对话式银行业务，汇丰银行为其 19,000 多名客户服务代理中的一些人创造了一条令人兴奋的新职业道路。迄今为止，它引入的新角色包括在岸和离岸联络中心团队中的对话设计师和聊天机器人经理。
当以汇丰银行的规模运营时，自动化可以通过消除重复的简单任务来减轻代理人的压力。
客户
汇丰银行
关于客户
HSBC Holdings plc 是一家英国跨国全能银行和金融服务控股公司。按总资产计，它是欧洲最大的银行，截至 2021 年 12 月，其资产规模为 2.953 万亿美元。2021 年，汇丰银行的托管资产 (AUC) 和管理资产 (AUA) 分别为 10.8 万亿美元和 4.9 万亿美元。汇丰银行起源于英属香港的一个hong，其现在的形式是1991年由香港上海汇丰银行在伦敦成立的一家新的集团控股公司；它的名字来源于该公司的首字母。香港上海汇丰银行于 1865 年在上海开设分行，并于 1866 年首次正式注册成立。
解决方案
在选择 LivePerson 的 Conversation Builder 时，汇丰银行拥有一个无代码解决方案，它可以让其最好的对话设计师（即联络中心代理）拥有各自专业领域的对话设计、机器人构建和机器人管理。机器人是通过创建自动对话来构建的，其中可能包括后端集成以及与 Apple Business Chat 或 WhatsApp 等消息传递渠道的连接。
运营影响
数量效益
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