HSBC Enlists A Robot Greeter As Part Of A Branch Banking Redesign

HSBC Enlists A Robot Greeter As Part Of A Branch Banking Redesign
Post Purchase & Service

As part of a larger plan to enhance its real-life banking experience, HSBC enlisted the help of the robot Pepper at its flagship Fifth Avenue store, attracting branch visitors while providing answers to customer questions and even taking selfies

Ivanha Paz
  • 3 july 2018

With online banking widely available through apps and any browser, there aren’t many reasons left to physically go to the bank. HSBC wants to change that, enticing its customers to visit its brick-and-mortar branches with its new robot from Softbanks Robotics. The four-foot tall Pepper will greet customers at the door of the bank’s flagship branch on NYC’s fifth avenue, and ask them what they need help with.

Right now, the robot is only there to collect info about the customers and pass it along to a human teller, reducing wait time and streamlining the process. However, Pepper is able to recognize faces, remember previous interactions and record video, which raises more than a few privacy concerns when it comes to sensitive matters like financial transactions. However, HSBC isn’t rolling out any of these features just  yet.

While a robot greeter can’t serve all of customers’ needs, it can improve the often time-consuming nature of IRL bank trips as well as function as an appealing attraction. According to HSBC, Pepper is just one part of a larger plan to revamp the bank’s branch experience over the coming months.


Softbanks Robotics

+customer support
+Softbanks Robotics
+store experience
+store experience & design

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