Welcome

Human-Led AI: How Are Companies Using AI and Automation to Improve Outcomes for Vulnerable Customer in a Changing Risk Landscape?

Sponsored by NICE
Thursday 13 May 2021, 12:30
Zoom

The COVID-19 pandemic has had an outsized impact on the UK’s most vulnerable consumers, with millions struggling under the financial, emotional and health burdens of the last 12 months. And with the end of the government’s furlough scheme in sight, many businesses are under pressure to ensure they have the right policies and solutions in place to support customers at a critical time.

However, identifying which customers might be in need of personalised support is a complex challenge, with customer services staff often lacking crucial insights. And in an age of social media and heightened compliance risk, failure to deliver positive outcomes can come at significant reputational and regulatory cost.

To take on this challenge, many organisations are exploring the potential of AI-driven tools which leverage real time data and behavioural analysis during customer interactions to provide the customer services agent with the insights they need to deliver what a customer needs, when they need it. Nevertheless many employees remain sceptical of automated technologies, with some concerned that AI and machine learning tools have the potential to disrupt the world of work. As a result, companies also face a cultural challenge in proving the value of AI-led technologies to customer services agents.

This digital roundtable with senior peers will delve into the key challenges for organisations as they look to leverage customer data and automated technologies to improve support for their customers against a backdrop of unprecedented disruption and rising regulatory risk.

Topics for discussion:

• What are the key risk factors in the post-pandemic environment that could impact vulnerable customers?
  
  

• How has the definition of a vulnerable customer changed in the past year and what steps are organisations taking to best support those in a position of financial, emotional or physical vulnerability?
  
  
• How has the shift to digital services affected vulnerable customers?
  
  
• How are changes to policies and processes for vulnerable customers being communicated to frontline employees?
  
  
• How do organisations categorise the drivers and management of vulnerability?
  
  
• How advanced are AI technologies at leveraging insights from customer interactions?
  
  
• How are organisations using data and AI-driven technologies to help customer services staff identify vulnerable customers and provide a more personalised service?
  
  

Timings:
12:30 – 12:40   Editor’s Welcome 
12:40 – 14:00   Topic Discussion 

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