HSBC UK's Conversational AI / Chatbot screenshot walkthrough - video

Thank you to everyone for your feedback on the Lloyds vs NatWest Conversational AI head-to-head.

Many of you asked what I thought of the other UK banks, so I resolved to do a similar screenshot walkthrough for them.

I picked HSBC UK last night and asked their bot the same question as with Lloyds and NatWest.

I'll put the screenshots up in a post shortly, but here's the video walkthrough with my commentary.

As I wrote on LinkedIn earlier today, I wasn't blown away. I was satisfied though. It did the job. But I think there's a lot more the bank can be doing to dramatically increase the benefits for themselves and their end-customers, principally in the field of orchestration. As you'll see, I ended up having to go around-the-houses. The chatbot simply presented me with a deep link to a screen in the app.

It just isn't sophisticated enough (it seems) to be able to listen to what I wanted and then execute an API call to avoid me having to tap-tap-tap around the app to make things work.

It's ok. It worked.

It's just highly, highly limited – and not what I expected from the UK outpost of the World's Local Bank (an institution that, incidentally, made a deeply impressive pre-tax profit of $30.1 Billion in 2023).

Here's the video: