HSBC is working with Google Cloud to build an AI chatbot for internal queries across the bank.
In Brief:
Google will build HSBC a “global call centre AI chatbot”.
This will help cut down the time spent by employees on customer queries.
HSBC has built Operational Resilience and Risk Application (ORRA) with Google, which is an FAQ and search-enabled chatbot.
What does this mean?
HSBC says a significant amount of time is currently taken up with employee queries on internal policy and framework areas. The chatbot will enable dynamic document search through natural converstations, so users can find the information they need without having to trawl an entire policy document.
