As human oversight in AI advancements becomes more crucial, HSBC Holdings Plc continues to prioritize using technology only when it addresses real problems for clients. Despite the rapid evolution of artificial intelligence, particularly autonomous agentic AI, HSBC’s senior executives stress that human and regulatory oversight are essential to ensure the safe and ethical use of these powerful tools.
HSBC’s Approach to Technology and AI Innovation
Winnie Yap, head of Global Payments Solutions at HSBC Singapore, highlighted the bank’s stance at the 2025 Singapore Fintech Festival, emphasizing that technology must solve real problems for customers. “You can have all the technology, but it needs to solve a problem for the customers,” she said. The bank’s role is to provide simplified, unified solutions that clients can offer their customers—something that tech alone cannot manage.
Strong Governance and Ethical AI Use
Shayan Hazir, HSBC’s Chief Digital Officer for Asia (excluding Hong Kong) and the Middle East, North Africa, and Turkey, reiterated that banking innovation isn’t about releasing as many tools as possible. Rather, it requires strong governance and regulatory frameworks to ensure AI-driven systems are safe, reliable, and aligned with human values. Hazir stated, “We need to create human guardrails so that we can retain what is our creativity, our compassion, our ability to collaborate and have a conscience.”
As AI systems grow more capable, human judgment is becoming increasingly important. AI models need to be ethical, responsible, and safeguarded, particularly as they are prone to errors or “hallucinations.” Hazir emphasized that AI must be deployed with strong oversight and human involvement, especially as the technology becomes more autonomous.
Digital Transformation and Real-Time Solutions
On the payments side, HSBC sees a growing demand for real-time information and data. Treasurers, who now play a strategic role in corporate decision-making, require fast and accurate information to navigate the complexities of global trade. Yap noted that treasurers today are making quicker decisions due to the increasing need for instant data, particularly in light of the tariffs between the U.S. and China.
Blockchain technology has enabled HSBC’s work on tokenized deposits and underpins its cross-border real-time transfers. Additionally, more than 80% of business-to-consumer payments in Singapore are now made digitally, according to an HSBC study. Yap mentioned that HSBC is prepared to assist clients across various stages of digital maturity, helping them adopt new digital innovations, including tokenized deposits.
