TRENDING
NICE SURVEY HIGHLIGHTS URGENT NEED FOR AI IN CUSTOMER SERVICE AS UP TO 35 MILLION BRITS REMAIN UNKNOWINGLY VULNERABLE
UK organisations face a considerable challenge in identifying and supporting vulnerable customers at scale , underscoring the need for AI in customer service .
While awareness of vulnerability grows , a hidden crisis persists in the UK , with most consumers still unaware of their vulnerable status .
AI and automation provide a critical solution .
The second annual survey on customer vulnerability from NICE , the leading global AI-powered customer service automation platform , reveals a rise in Brits selfidentifying as vulnerable , reaching 19 % – an increase of over one million people since 2024 . Yet , a significant awareness gap remains .
When assessed against Financial Conduct Authority ( FCA ) criteria , a staggering two-thirds of UK adults – equivalent to 35 million people – are potentially vulnerable , often without realising it . This highlights that many individuals live in vulnerable conditions unaware , leaving them at greater risk as circumstances change .
Richard Bassett , VP of Digital & Analytics at NICE International , said : “ This poses a considerable challenge for UK organisations , particularly given regulations like the FCA ’ s Consumer Duty Act or Ofgem ’ s Vulnerability Strategy . Vulnerability stems from an increasing range of factors – from financial pressures to personal challenges – making it harder to recognise , even for themselves .
“ Subtle cues , such as mentions of stress or relationship breakdowns , often surface during customer service interactions but are easily missed or affected by bias , particularly with human agents . AI and automation
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