Shanti Kaur Gray

I’m a Conversational Designer at HSBC, working at the intersection of language, experience design and AI to shape how customers get help across chat and voice. In practice, that means turning complex servicing needs into clear, intuitive conversations - so customers can resolve straightforward tasks quickly, and move seamlessly to a colleague when the situation needs empathy, judgement or specialist support. My career started on the frontline in customer service and moved through social media before landing in conversation design. That mix gives me a grounded view of what customers actually do in the moments that matter: what they ask, what confuses them, and what builds confidence and trust. I’m passionate about responsible AI in customer service - using automation where it genuinely reduces friction, designing with clear boundaries and quality controls, and always keeping the human experience (for customers and colleagues) at the centre.