Case Study: HSBC Reduces Abandon Rates by 48% With Genesys

Challenge

HSBC Commercial Bank, a premier global bank operating in 53+ countries, faced challenges with data insights and customer and colleague experiences.

HSBC required a cloud-based, AI-driven solution that would improve customer experience, employee experience and drive ongoing operational excellence, innovation and agility.

Solution

In 2022, after a thorough vendor evaluation, HSBC migrated to the Genesys Cloud platform, with its first team live in just four months and is now live with 25 teams in 14 locations.

As part of its digital-first transformation, HSBC is leveraging Genesys Cloud channel-less AI capabilities to streamline operations and hyper-personalize customer experiences. 

Customer interactions are personalized through seamless channel-less AI capabilities with real-time insights to uncover opportunities to continuously improve

Agent Copilot addresses manual, time consuming processes, significantly reducing average handle time of inquiries.

With improved internal processes and reduction in complaints, agent satisfaction is boosted and experiences are more engaging, providing the ability to enhance focus on customer success.

Results

• 32% reduction in transfers regarding complaints, boosting satisfaction from proactive insights & optimized journeys
• 48% reduction in abandoned interactions
• 2 hrs saved per supervisor daily with improved internal processes
• 9 applications retired, enhancing empowerment with fewer screens for agents
• 5 min decrease in average handle times due to real-time data insights & fewer transfers
• $60M projected 3-year value from Genesys Cloud AI

Reviewed by: Jo Robinson