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provide a critical solution . By analysing customer service data , AI can detect vulnerability during every interaction and provide agents with real-time guidance – ensuring no one is overlooked ”.
Young consumers leading in self-awareness
Younger adults , especially those under 34 , are at the forefront of self-awareness , with 31 % identifying as vulnerable compared to 19 % across all age groups . They are also more comfortable discussing mental health with customer service agents .
This presents a significant opportunity for UK organisations to leverage AI-powered chatbots and virtual agents to help vulnerable customers resolve their issues quickly and accurately . cracks if workflows and knowledge across customer service are not properly connected .”
Energy and utilities remain the top source of financial pressure
Financial pressures , particularly rising energy and utility costs , continue to weigh heavily on UK households . A concerning 35 % of potentially vulnerable consumers anticipate reducing or stopping heating and hot water usage in 2025 due to financial strain . In addition to financial concerns ( 21 %), many consumers feel uncomfortable discussing other key drivers of vulnerability , such as mental health ( 34 %) and relationship breakdowns ( 28 %), with customer service agents .
Rushworth continues : “ With financial pressures impacting consumers across all demographics , UK organisations – especially energy providers – must adopt AI-powered solutions that subtly build customer confidence , such as self-service to help consumers easily find critical information when in need . AIpowered guidance during interactions ensures agents
Darren Rushworth , President , NICE International , said : “ The increasing self-awareness among younger consumers is a promising step toward more open communication . However , organisations cannot depend solely on self-identification , as it overlooks those who are unaware of their vulnerability or choose to hide it out of fear , embarrassment or shame . Even when warning signs are flagged , they are often missed if advisors lack the confidence or tools to respond effectively . Worse yet , even when advisors take appropriate action , these cases can still fall through the provide accurate , empathetic support in real time . Automation can ensure compliance and events that include vulnerability appropriately routed into the correct processes .”
Digital customer service channels vital for vulnerable consumers
Vulnerable consumers are increasingly reliant on digital channels for support . Over a third ( 37 %) prefer organisations to invest in better digital services like AI-
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