HSBC Bank and SoftBank Robotics America Partner to Revolutionize Retail Banking Customer Experience in Seattle
13 March 2019 - 5:00AM
Business Wire
HSBC brings the ‘Branch of the Future’ to the
Emerald City
HSBC Bank USA, N.A., (HSBC), part of HSBC Group, one of the
world’s largest banking and financial services organizations, and
SoftBank Robotics America (SBRA), the North American arm of
SoftBank Robotics Group, today announced the launch of Pepper®, the
engaging, social humanoid robot, in its Seattle branch.
“Seattle is one of the two top tech markets in the nation making
it a natural landing pad for us to launch Pepper in the Pacific
Northwest,” said Pablo Sanchez, Head of Retail Banking and Wealth
Management for HSBC in the US and Canada. “We changed the branch
banking experience of our customers when we piloted Pepper in the
center of Manhattan and we’re excited to bring that same experience
to our customers here in Washington State. Pepper will allow bank
staff to have deeper, more high-value customer engagements, by
encouraging and educating consumers on basic product information,
the availability of self-service banking options and by asking some
initial questions to determine a customer’s banking needs.”
Last year, HSBC became the first financial institution in the
United States to bring SoftBank Robotics' humanoid robot, Pepper,
to retail banking. Since then, the bank has reported a significant
increase in branch activity, including an increase in ATM
transaction volumes and new credit card applications, as well as an
overall increase in all new business and products and more than
14,000 total customer interactions with Pepper.
“The digital banking experience is transforming as quickly as
the smartphone revolution took off,” said Jeremy Balkin, Head of
Innovation at HSBC. “Pepper’s rollout is part of a larger vision to
transform HSBC’s branch banking experience, we like to call it the
‘Branch of the Future,’ by providing a host of consumer-facing
upgrades that will take the franchise in an exciting new direction.
By creating these revolutionary new types of digitally enhanced
retail banking experiences that use data intelligence and leading
edge robotics, HSBC is transforming the everyday task of a branch
visit into a memorable and extraordinary experience.”
Some key features of Pepper’s Seattle rollout include:
- Notify a banker – Pepper will
communicate directly with bank staff based on customers' answers to
qualifying questions. HSBC's goal is to reduce customer waiting
time and free up the valuable time of their skilled bankers to
deliver a more personalized service.
- Tutorials and instructions – As
HSBC rolls out bank branches of the future, customers need to be
kept up-to-date on the latest banking technologies, products and
services. Pepper provides information on ATMs, the HSBC Mobile
Banking app, self-service options, customer support and more.
By educating and encouraging the use of technical tools and
platforms available to HSBC customers, bank staff will have deeper,
more meaningful customer engagements.
- Products and services – Pepper
will be used to drive attention to and awareness of HSBC products
and services, including special promotions, so that customers can
be better informed, facilitating more productive interactions with
HSBC Relationship Managers.
- #PoseWithPepper – Pepper is all
about making the retail banking experience fun and enjoyable for
customers. HSBC launched a campaign to visit Pepper and
#PoseWithPepper for a selfie. Customers and visitors are encouraged
to upload their photos to their favorite social media channels
using the hashtags #MeetPepper and #PoseWithPepper.
"As we’ve already seen in the Fifth Avenue and Beverly Hills
branches, Pepper provides services that truly elevate the retail
banking experience for both visitors and staff,” said Kass
Dawson, Global Head of Marketing Communications, SoftBank Robotics
America. “Seattle, as a major innovation hub, is a natural fit for
this unique banking experience that is enriched by human-robot
interactions.”
For more information about HSBC Bank, SoftBank Robotics and
Pepper please visit: www.softbankrobotics.com and
www.us.hsbc.com
Follow us using these hashtags:
#PoseWithPepper#MeetPepper
HSBC Bank USA, National Association (HSBC Bank USA, N.A.)
serves customers through retail banking and wealth management,
commercial banking, private banking, and global banking and markets
segments. It operates bank branches in: California; Connecticut;
Washington, D.C.; Florida; Maryland; New Jersey; New York;
Pennsylvania; Virginia; and Washington. HSBC Bank USA, N.A. is the
principal subsidiary of HSBC USA Inc., a wholly-owned subsidiary of
HSBC North America Holdings Inc. HSBC Bank USA, N.A. is a Member of
FDIC. Investment and brokerage services are provided through HSBC
Securities (USA) Inc., (Member NYSE/FINRA/SIPC) and insurance
products are provided through HSBC Insurance Agency (USA) Inc.
HSBC Holdings plc, the parent company of the HSBC Group,
is headquartered in London. The Group serves customers worldwide
across 66 countries and territories in Europe, Asia, North and
Latin America, and the Middle East and North Africa. With assets of
US$2,558bn at 31 December 2018, HSBC is one of the world’s largest
banking and financial services organizations.
About SoftBank Robotics
SoftBank Robotics is driving technology forward by becoming a
worldwide leader in robotics solutions. With more than 500
employees working in Paris, Tokyo, San Francisco, Boston and
Shanghai, SoftBank Robotics is constantly exploring and
commercializing robotics solutions that help make people’s lives
easier, safer, more connected, and more extraordinary. There are
currently over 25,000 SoftBank Robotics robots, Pepper and NAO,
used in more than 70 countries worldwide and offer innovative
applications relevant for the fields of retail, hospitality,
healthcare, finance and education.
SBRA is headquartered in San Francisco and oversees all North
American business operations.
To learn more about SoftBank Robotics, go to
www.softbankrobotics.com.
Pepper ® and NAO ® are trademarks of SoftBank Robotics Europe
registered in the US and other countries. SOFTBANK ® is a trademark
of SOFTBANK GROUP CORP.
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version on businesswire.com: https://www.businesswire.com/news/home/20190312005755/en/
Media:Matt KleinHead of CommunicationsRetail
Banking & Wealth ManagementHSBC BankMatt.klein@us.hsbc.com(212)
525-4644Softbank:Andrew
SchwartzArchetype818.468.9196andrew.schwartz@biteglobal.com
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