Senior Product Manager (2019)
Artificial Intelligence has become common place across our digital landscape acting as an effective tool in assisting our daily needs.
At HSBC I led a revolutionary project known as conversational banking, a project dedicated to building a global framework for Artificial Intelligence.
My goal was to build a robust framework and implement this across our customer channels to help manage the growing customer demand throughout our international markets while: Supporting chat growth, Driving digital engagement & Reducing operating costs.
For this to be a truly global framework, I adhered to three main rules:
Platform agnostic: Google cloud, Amazon, Tencent etc
Vendor agnostic: Work with any chat vendor
Channel agnostic: Mobile, web/authenticated web, Skype, WhatsApp
Conversational banking proved to be one of the most complex projects I managed to date, with highly technical and analytical process at the fore front of day to day activities, including:
Architectural design
Multichannel data analysis
Intent mapping
User testing
Tone of voice analysis
The images below are examples of the research & plans I conducted
Click the images to view in more detail.
With many different implementations of chatbots located across international regions, I also led the way in defining global standards for measuring chatbot performance by creating guidelines that provided a clear, consistent and accurate method for defining how to measure the effectiveness of chatbots.
By providing this global framework and standards, conversational banking was a success for HSBC which achieved the following: