TRENDING powered chatbots over traditional in-person services like brick-and-mortar branches , surpassing the general population ’ s demand ( 33 %).
Bassett highlights : “ The anonymity offered by digital channels can be especially empowering for vulnerable individuals who may feel uncomfortable discussing sensitive issues face-to-face . This presents a significant opportunity for UK organisations to leverage AI-powered chatbots and virtual agents to help vulnerable customers resolve their issues quickly
AI-driven hyper-personalisation also empowers organisations to deliver tailored services , offers and support . that integrates comprehensive detection across all interactions with smarter , more impactful digital experiences while ensuring compliance . NICE ’ s AI-powered customer service automation platform enables organisations to objectively analyse vulnerability at scale through purpose-built models ,
identifying it even when consumers are unaware or reluctant to share their circumstances .
“ By automating next steps , businesses can quickly connect vulnerable customers to the right resources , teams , or processes , ensuring no one is overlooked . AI-driven hyper-personalisation also empowers organisations to deliver tailored services , offers and support , providing truly meaningful assistance . Embracing AI and automation helps businesses not only comply with regulations like the Consumer Duty but also foster stronger , more trusting relationships with customers across their preferred channels .” p and accurately . However , caution is essential . These solutions must be able to detect subtle vulnerability cues and respond appropriately , seamlessly escalate to a human agent or the correct workflow with full context preserved . These insights should be used alongside data from voice channels to enhance agent training and support .”
AI and automation : Empowering businesses to support vulnerable customers
Bassett concludes : “ Addressing consumer vulnerability in the UK requires a unified approach
24 INTELLIGENTCIO EUROPE www . intelligentcio . com