How HSBC uses AI

Google Cloud reports that HSBC needed compliant, multimarket and multilingual marketing, and that working with Capgemini it extended its existing copy generation tool, ComAmplifier, with a coordinated set of agents that collaborate in a single workflow to produce targeted content and messaging, including insight, copy, imagery and approvals. The entry gives no metric and does not say how the compliance step works.

No outcome disclosed.

HSBC has deployed a generative AI assistant to its Corporate and Institutional Banking servicing teams that supports 3 million client interactions a year, which HSBC says reduces turnaround times and improves the client experience. HSBC's own AI page states that 88% of clients rate the bank easy to deal with, in the same sentence as the assistant's benefits, though the page does not isolate how much of that score the assistant itself drives.

• Interactions handled: 3 million, per year

  "In Corporate and Institutional Banking, we've deployed a generative AI assistant to our servicing teams that supports 3 million client interactions annually, reducing turnaround times and improving experience - with 88% of clients rating us easy to deal with."

  Claimed by: organization
• Customer satisfaction: 88%, current, as published

  "reducing turnaround times and improving experience - with 88% of clients rating us easy to deal with."

  Claimed by: organization

HSBC replaced rule based transaction monitoring with Dynamic Risk Assessment in its key markets, a machine learning system co developed with Google Cloud that scores customers for money laundering risk from their full transaction and customer data, and routes the highest risk to investigators. HSBC piloted it in 2021 and says it checks about 980 million transactions a month for signs of financial crime. HSBC reports finding two to four times more financial crime with much greater accuracy, and cutting the processing time to analyse billions of transactions from several weeks to a few days.

• False positive reduction: 60%, compared with before, per HSBC

  "Now, we have 60% fewer false positive cases."

  Claimed by: organization
• Alert volume reduction: at least 60%, compared with rules based transaction monitoring

  "In fact, HSBC saw alert volumes decrease by more than 60%."

  Claimed by: vendor

Silent Eight has supplied HSBC with automation for name screening and adverse media alerts, and in February 2024 the two expanded the partnership to automated alert closure for transaction screening, which investigates and resolves payment screening alerts in real time. No outcome figures are disclosed.

No outcome disclosed.