News : LivePerson and HSBC Bring Conversational Commerce to Banking
London, England, May 10, 2018 -- LivePerson, Inc. (Nasdaq: LPSN), a provider of conversational commerce solutions, has announced an agreement with HSBC to bring conversational commerce to customers worldwide, allowing them to text with the bank as easily and conveniently as they text with their friends and family in messaging apps. The agreement, signed late last year, extends LivePerson's global relationship with HSBC and will roll out in phases across 14 markets in EMEA, North America, LATAM and APAC, eventually becoming available to customers around the world.
Conversational commerce and AI is a key part of HSBC's digital transformation plan, and offers customers a "zero learning curve" experience – no complex interface to navigate – where they can simply message in natural language with HSBC, to ask questions and get service on their own terms and timetable. With a plan to offer conversational banking across all divisions, including Retail Banking and Wealth Management, HSBC aims to allow a more seamless customer experience across all channels when interacting with the bank.
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"At HSBC we believe our customers should be able to bank with us when they want, how they want and an increasing number choose to use digital channels as a convenient way to interact with us," said Warren Buckley, global head of contact centers at HSBC. "This new technology allows our customers to start a conversation with us on one channel, for example in our contact centres and continue where they left off, be that via messaging on their mobile app or online via our website, saving them valuable time. We will continue to adapt our services as our customers' needs change, to provide banking services on their terms."
"We're excited to see one of the world's largest banks, HSBC, moving forward with conversational commerce and AI at this scale," said Robert LoCascio, founder and CEO of LivePerson. "Consumers want simple and convenient customer service, and by offering the ability to message them anytime, instead of calling, HSBC is delivering exactly that. I'm looking forward to innovating together to deliver conversational banking, and the best possible experience for HSBC customers."
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From LivePerson
LivePerson is an Application Service Provider (ASP) of technology facilitating real-time sales, customer service and marketing solutions for companies doing business on the Internet. The LivePerson service enables online businesses to communicate with Internet users in real time, thereby enhancing the online experience. LivePerson allows clients to increase revenue and productivity while decreasing the overall cost of customer support.
HSBC Holdings plc is a public limited company incorporated in England and Wales in 1990, and headquartered in London since 1993.
Published: Monday, May 14, 2018
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