The Challenge
Large-scale bank needed to enhance fraud detection, customer service, and explore generative AI while ensuring compliance.
The AI Solution
Deployed hundreds of AI use cases globally (fraud monitoring systems, chatbots for customer service, risk models) and participated in a Generative AI sandbox to develop new GenAI solutions for customers and staff.
Type of AI Used: Various (Machine Learning for fraud, NLP chatbots, Generative AI R&D)
Results & Impact
HSBC's broad AI adoption improved security and efficiency (e.g. real-time fraud flagging). In 2024, planned GenAI chatbots and tailored insights tools aimed at further improving customer experience.
