HSBC Beefs Up Internal Chatbot for Remote Working

The bank plans to deploy its virtual assistant to 300,000 users to improve the working-from-home experience.

robot hand

HSBC is updating its internal chatbot to give users an improved service during the new reality of working from home amid coronavirus lockdowns. The chatbot is being restructured into a virtual assistant that is able to act on user queries and provide more information, Carl Brennan, global head of client services engineering at HSBC, tells WatersTechnology.

He says the chatbot will now be able to take action, as well as answering queries as it was doing before. For example, it could order new

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