Transforming HSBC with AI
Artificial intelligence (AI) presents an enormous opportunity to transform the way we work and serve our customers.
At HSBC, we’re accelerating the deployment of AI to drive efficiency in our operations, increase resilience and create better experiences for our customers and employees.
Today, we have over 600 AI use cases in operation and routinely use it in areas like fraud detection, cyber security, transaction monitoring, customer service and risk assessment.
We’re continuing to scale our use of generative AI to unlock further value across our global businesses and functions:
- More than 20,000 developers are using coding assistants, enabling a 15% efficiency in time spent coding.
- In Corporate and Institutional Banking, we’ve deployed a generative AI assistant to our servicing teams that supports 3 million client interactions annually, reducing turnaround times and improving experience - with 88% of clients rating us easy to deal with.
- We’re using generative AI to support credit analysis write-ups using trusted internal and external data sources, reducing time to complete the credit application process.
- In Wealth and Personal Banking UK, we’re using generative AI to provide customer support agents with chat summaries, enabling improved service quality and reduced waiting times.
- Colleagues across the Group have access to an LLM-based productivity tool to support their day-to-day tasks, including translation, document analysis and text assistance.
Our approach to AI will continue to balance building our own solutions and leveraging best-in-class partners, while effectively managing potential risk.
Responsible AI is central to our approach, and our governance frameworks ensure that we have effective oversight of AI across different stages of experimentation, development and production.
During 1H25, building on our Group AI Review Committee, we embedded AI Review Councils across the organisation and refined AI lifecycle management, aligning with our risk management frameworks, company values and best practice.
We’re also equipping our colleagues with the knowledge and skills to understand, develop, and use AI technologies responsibly.
We have group-wide mandatory training covering responsible AI and as the landscape evolves our AI Academy, which helps to support beginner to advanced skills development for colleagues, will continue to grow.
Stuart Riley, our Group Chief Information Officer, said: “Whilst some overestimate AI’s short-term impact, I believe many significantly underestimate its long-term potential.
“At HSBC, we’re investing in foundational AI capabilities alongside our ongoing projects. which will enable us to accelerate and expand AI utilisation across the bank.
“These foundations are crucial as they allow for rapid AI deployment whilst maintaining the necessary safeguards for responsible usage.
“I anticipate that within the near future every employee will be using AI in their daily activities.”