Cloud & AI Developments

HL continues its transformative journey. So far, this has involved a series of feasibility studies, design phases, and multiple large-scale foundational projects. These initiatives are key in HL’s strategy for sustainable growth, enhanced productivity, risk management and delivery of solutions at speed.

Transition to the cloud

Maintaining traditional IT infrastructure presents growing challenges. Physical hardware is prone to failure, increasing the risk of outages. Technological advancements also mean hardware becomes outdated quickly. Additionally, high energy demands for power and cooling impact both costs and progress toward net zero targets.

With this consideration, in partnership with Amazon Web Services (AWS) and Microsoft Azure, HL is migrating all data centres to the Cloud by the end of 2025. The benefits of this migration are as follows:

  • Wider scalability
  • Enhanced scope to build solutions faster
  • Increase resilience
  • More fault tolerance
  • Unlimited real world processing speeds
  • Reduced risks
  • Improved environmental impact
  • Reduce costs (predicted at up to £10million per year)

Artificial Intelligence & HL

The use of artificial intelligence has grown significantly within financial services. HL has been collating data and studying member behaviours for over 40-years. With the use of proprietary AI modelling we can predict member outcomes and adapt our services to support them.

Our range of 3rd party partners, listed below, support this framework:

  • Amazon Connect – to transcribe telephone calls and learning sentiment and route calls to the right department
  • Amazon Q – helping members in real-time and aiding our developers advance tools and services at speed
  • Salesforce – analysing and predicting activity spikes
  • Co-Pilot – helping our staff achieve higher productivity

We also use other 3rd party tools to help us detect market manipulation, bad agents, and cybersecurity threats. Our use of AI is focused on enhancing the member experience. We do not hide or restrict access to products or services. We seek to understand and learn from our members to help them become more confident and more informed, resulting in better financial outcomes.