# How HSBC uses LivePerson

**90%+** CSAT week-over-week

As published on [liveperson.com](https://www.liveperson.com/resources/success-stories/hsbc-goes-conversational/), August 2020. Captured by usedby on 2026-10-24.

- Company: [HSBC](https://www.usedby.ai/companies/hsbc.md)
- Tool: [LivePerson](https://www.usedby.ai/tools/live-person.md)
- Industry: [Banking & Mortgages](https://www.usedby.ai/companies/industry/banking-mortgages.md)
- Teams: onshore and offshore contact center teams
- Customer since (as the page says): in April 2019

## 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.

Summary written by usedby from the source page, in English. The figures are those of LivePerson and HSBC, not ours.

> Warren Buckley, Global Head of Channel Optimisation and Contact Centres at HSBC, launched LivePerson’s intuitive intelligent automation solution, Conversation Builder, in April 2019.

> Being able to easily blend human empathy with intelligent automation has been crucial to our success.
>
> Warren Buckley, Global Head of Channel Optimisation and Contact Centres

Source: [liveperson.com](https://www.liveperson.com/resources/success-stories/hsbc-goes-conversational/), captured 2026-10-24.

## Other AI tools used by HSBC

- [Contextual AI](https://www.usedby.ai/tools/contextual-ai.md) — Confirmed
- [Mistral](https://www.usedby.ai/tools/mistral.md) — Confirmed
- [Eightfold](https://www.usedby.ai/tools/eightfold.md) — Observed
- [Gloat](https://www.usedby.ai/tools/gloat.md) — Observed
- [Gupshup](https://www.usedby.ai/tools/gupshup.md) — Observed
- [Pepper Content](https://www.usedby.ai/tools/pepper-content.md) — Observed

## LivePerson users in Banking & Mortgages

- [Frost Bank](https://www.usedby.ai/companies/frost-bank.md) — Confirmed
- [Bankwest](https://www.usedby.ai/companies/bankwest.md) — Observed
- [Capitec](https://www.usedby.ai/companies/capitec.md) — Observed
- [Nationwide Building Society](https://www.usedby.ai/companies/nationwide-building-society.md) — Observed
- [PNC](https://www.usedby.ai/companies/pnc.md) — Observed
- [TruMark Financial Credit Union](https://www.usedby.ai/companies/trumark-financial-credit-union.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-10-24.

- Checked: the figure 90%+ is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of HSBC.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: HSBC uses LivePerson. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/hsbc-going-conversational-with-intelligent-automat · How we check: https://www.usedby.ai/methodology