The use case: how HSBC deploys LivePerson
HSBC's contact centre agents use LivePerson's code-free Conversation Builder to design, build and manage chatbots for their areas of expertise. This has created new roles such as Conversation Designer and Chatbot Manager.
In the customer’s words
Being able to easily blend human empathy with intelligent automation has been crucial to our success.Other AI tools used by HSBC
Other public relationships recorded on usedby.
Contextual AIConfirmed
MistralConfirmed
EightfoldObserved
GloatObserved
GupshupObserved
Pepper ContentObservedLivePerson users in Banking & Mortgages
Companies in the same sector, with public evidence.
Frost BankConfirmed
BankwestObservedCapitecObserved
Nationwide Building SocietyObserved
PNCObserved
TruMark Financial Credit UnionObservedGo straight to the source
Based on LivePerson’s published case study. We check the public evidence; the results are reported by the vendor.
liveperson.com- Source published
- Aug 1, 2020
- Last checked
- Oct 24, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 90%+Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of HSBC.
- The publication dateChecked
Read from the page’s own metadata, never guessed.
- HSBC uses LivePersonChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Warren Buckley, Global Head of Channel Optimisation and Contact Centres at HSBC, launched LivePerson’s intuitive intelligent automation solution, Conversation Builder, in April 2019.