Global collaboration brings new level of convenience to customers
LONDON, May 10, 2018 /PRNewswire/ -- LivePerson, Inc.
(Nasdaq: LPSN), a leading 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 over 30 million 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.
Consumer preference and research shows a clear wish
among consumers to talk with brands using messaging and chat – the same convenient way they talk with friends and family from
their smartphones. This preference is consistent in all markets, so HSBC will deploy the solution worldwide. The first rollout of
'Mobile Chat' is already underway in the UK, with further rollout plans to be announced by region during 2018 and beyond.
As well as the convenience, simplicity and popularity of messaging with consumers, organizations that use messaging and AI to
connect with consumers have seen significant business benefits, including higher satisfaction scores both for customer and
contact centre staff, improved operational efficiencies and doubling of agent productivity compared to voice calls.
"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."
About LivePerson
LivePerson makes life easier by transforming how people communicate with brands. Our 18,000 customers, including leading
brands like Citibank, HSBC, Orange, and The Home Depot, use our conversational commerce solutions to orchestrate humans and AI,
at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their millions of
consumers. For more information about LivePerson (NASDAQ: LPSN), please visit www.liveperson.com.
Contact
Allison Franzese
212.609.4224
afranzese@liveperson.com
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