Story
Cartesia
HSBCHSBC Adopts Cartesia for Voice Experiences
HSBC, a financials organization in the United Kingdom, uses Voice Agents from Cartesia to support customer and product conversations for product and contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because spoken interfaces has a clear owner |
| Productivity | Handoffs in customer and product conversations sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how customer and product conversations actually runs |
Story
Inside HSBC, customer and product conversations used to depend on whoever still had the latest file. That pattern is common in financials groups working out of the United Kingdom. Product and contact center teams needed a system that would still make sense after the original project team moved on.
HSBC uses Voice Agents from Cartesia as the working layer for spoken interfaces. Cartesia develops real-time voice AI, including Sonic text-to-speech and Ink speech-to-text, for conversational products and agents. The practical change is simple: customer and product conversations has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What HSBC gets from Cartesia is a durable place to run customer and product conversations and a way for product and contact center teams to see the same spoken interfaces at the same time.
