transforming customer service for a global bankai in customer service
HSBC were looking to increase operational efficiency and help customers get swift and effective answers to their queries. HSBC engaged our AI partner 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. Our AI partner 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, our AI partner supplied HSBC with an 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.
AiDA has been a success so far, cutting the average handling time in half when handling a conversation from end to end and delivering customer satisfaction scores that are comparable with human agents.
This makes AiDA up to 2.5X more productive than the average human agent and has led to increased efficiencies at HSBC that are only going to keep improving as we add to AiDA’s capabilities.