HSBC Bank and SoftBank Robotics America Enhance Beverly Hills Banking Experience with Pepper Robot

Cross-country expansion kicks off at the Beverly Hills branch,
introducing the social, humanoid robot Pepper for an enhanced customer
experience in the Los Angeles area

BEVERLY HILLS, Calif.–(BUSINESS WIRE)–HSBC Bank USA, N.A. (HSBC) and SoftBank Robotics America (SBRA), the
North American arm of SoftBank Robotics Group, today announced they will
begin a larger rollout of Pepper®,
the engaging, social humanoid robot, to HSBC branches nationwide,
starting in its iconic Beverly Hills location. This morning, customers
in Los Angeles County will be greeted by Pepper, standing ready to
answer questions and provide a memorable banking experience.

“Los Angeles has a thriving and rapidly growing tech sector. As such,
we’re excited to be able to bring a digitally enhanced retail banking
experience to our customers in Beverly Hills,” said Pablo Sanchez,
Regional Head of Retail Banking and Wealth Management (RBWM) for HSBC in
the U.S. and Canada. “We’re focused on developing the ‘branch of the
future,’ and our use of Pepper in our flagship branch in NYC has
streamlined branch operations, delighted our customers and enabled our
bank staff to have deeper, more high-value customer engagements.”

To overcome traditional perceptions of retail bank branches, Pepper’s
standard capabilities were customized to create a retail banking
experience that is exceeding expectations of U.S. consumers. HSBC will
use Pepper in the branch to enrich the value and depth of customer
engagements, and the overall branch experience, by offering customers
basic product information and the availability of self-service banking
options, as well as asking some initial questions to determine how we
can best meet their banking needs.

“While Los Angeles is the undisputed entertainment capital of the world,
we feel it’s about time the banking customer experience be just as fun
and engaging,” said Jeremy Balkin, Head of Innovation for HSBC. “Los
Angeles is becoming a tech innovation hub in its own right, and this is
one of the reasons we feel it’s incredibly important to bring Pepper
into our Beverly Hills branch and further transform the US retail
banking customer experience.”

Since HSBC first launched Pepper, the bank has seen ATM transaction
volumes increase, a notable rise in new credit card applications and
there’s been record foot traffic through its flagship branch at 452
Fifth Ave – most importantly, according to Balkin, “the smiles on the
faces of people and customers banking is priceless.”

Key features available to customers in Beverly Hills via Pepper 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
  • #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
    #PepperatBH, #MeetPepper and #PoseWithPepper.

“We’re excited to expand our partnership with HSBC to the West Coast,
bringing Pepper to a new retail branch,” said Kass Dawson, Global Head
of Marketing Communications, SoftBank Robotics America. “Humanoid robots
helping people and working alongside human coworkers is an idea no
longer relegated to just a possibility. HSBC is helping us prove the
Pepper has very real benefits for their customers.”

Pepper’s rollout is part of a larger vision to transform HSBC’s branch
banking experience by providing a host of consumer-facing upgrades that
is taking the franchise in an exciting new direction. By creating a
revolutionary new type of digitally enhanced retail banking experience
that uses data intelligence and leading edge robotics, HSBC is
transforming the everyday task of a branch visit into the extraordinary.

For more information about HSBC Bank, SoftBank Robotics and Pepper
please visit:

Follow us using these hashtags:




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

Pepper® and NAO® are trademarks of SoftBank Robotics Europe registered
in the US and other countries. SOFTBANK® is a trademark of SOFTBANK


Matt Klein
Head of Communications
Banking & Wealth Management

Andrew Schwartz

error: Content is protected !!