News

HSBC rolls out 'social humanoid robot' Pepper

July 2, 2018

HSBC Bank USA N.A. and SoftBank Robotics America, the North American arm of SoftBank Robotics Group, have partnered to bring Pepper, the "social humanoid robot," to HSBC bank branches in New York City.

According to a press release, HSBC is the first financial institution in the United States to bring the SoftBank robot to retail banking. Last week, customers at the bank's Fifth Avenue branch were greeted for the first time by Pepper, who stood ready to answer questions and provide a memorable banking experience.

Pepper is part of a larger vision being rolled out in the coming months that will transform HSBC's branch banking experience, the release said.

"We're focused on developing the branch of the future, and our use of Pepper will streamline branch operations and delight our customers, allowing bank staff to have deeper, more high-value customer engagements," said Pablo Sanchez, regional head of retail banking and wealth management for HSBC in the U.S. and Canada, in the release.

Pepper will provide information about basic products and self-service banking options, and will ask customers initial questions to determine how staff can best meet their banking needs.

Pepper's role includes tasks such as:

• Direct communication with bank staff based on customers' answers to qualifying questions, to reduce customer waiting time and deliver a more personalized service.
• Customer education on the banking technologies, products and services — e.g., ATMs, the HSBC mobile banking app, self-service options, customer support, etc.
• Driving awareness of HSBC products and services, including special promotions, facilitating more productive interactions with HSBC staff.
• Drawing customers to the Fifth Avenue flagship branch to snap a selfie with Pepper and post it to social media channels with the hashtags #HSBCat452, #MeetPepper and #PoseWithPepper.