Press release

HSBC Bank and SoftBank Robotics Bring Bank of the Future Experience to Miami

Sponsored by Businesswire

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), today announced the launch of Pepper®,
the humanoid robot, in its branch in Miami’s Brickell neighborhood. This
is the first time that Pepper has been deployed at a retail bank in the
state of Florida, a milestone for the booming tech industry in Miami.

“Miami’s tech scene is experiencing positive growth and we see a lot of
opportunity for disruption in the region,” said Pablo Sanchez, Head of
Retail Banking and Wealth Management for HSBC in the US and Canada. “Our
customers in South Florida will have a chance to experience an entirely
new way of banking thanks to Pepper. It’s an exciting next step for us
as we continue to expand the number of branches that have these

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
asking relevant questions to determine a customer’s banking needs.

Last year, HSBC became the first financial institution in the United
States to bring SoftBank Robotics’ Pepper to retail banking when it
launched the robot at the HSBC flagship branch in Manhattan. Since then,
the bank has continued to rollout Pepper in branches across the country,
including Beverly Hills and Seattle, all of which have seen a
significant increase in branch activity, ATM transaction volumes and new
credit card applications. The bank has also seen an overall increase in
new business as a result of more than 25,000 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 our larger vision to transform
HSBC’s branch banking experience into 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

Some key features of Pepper’s Miami 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. Pepper
    can now also send customers links via text message or email to HSBC’s
    website, if they choose, to learn more and apply online (right from
    their phones) for one of HSBC’s various products, such as credit cards.
  • #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

“As we’ve already seen in HSBC’s Fifth Avenue, Beverly Hills and Seattle
branches, Pepper provides services that truly elevate the retail banking
experience for both visitors and staff,” said Kass Dawson, Head of
Marketing and Business Strategy, SoftBank Robotics America. “Miami is an
up and coming hub for innovation and 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:

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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 HSBC, is headquartered
in London. HSBC serves customers worldwide from offices in 66 countries
and territories in our geographical regions: Europe, Asia, North
America, Latin America, and Middle East and North Africa. With assets of
$2,659bn at 31 March 2019, HSBC is one of the world’s largest banking
and financial services organizations.

About SoftBank Robotics

SoftBank Robotics America (SBRA), headquartered in San Francisco with
offices in Boston, is elevating humanity through robotics. We’re
constantly exploring and commercializing robotics solutions that help
make people’s lives easier, safer, more connected, and more
extraordinary. Known for Pepper and NAO, our humanoid robots, SBRA is
also a strong supporter of STREAM education and advancing automation to
augment everyday work and life.

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