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Human-Led AI: How are companies using AI and analytics to improve outcomes for vulnerable customers amid a cost-of-living crisis and the shift to digital?  

Sponsored by NICE
Wednesday 15 June 2022
Zoom

Just as the UK begins to recover from the pandemic, some of the most vulnerable consumers are now facing a fresh crisis related to the rising cost of living, with food, household energy prices and inflation rising at a record pace.

As a result, millions will face difficult choices over spending and household finances in the coming months, with businesses under growing pressure to ensure they have the right policies and solutions in place to support their most vulnerable customers at a critical time.

While the FCA has issued guidance on fair treatment of vulnerable customers, identifying which customers might need personalised support is a complex challenge, with customer services staff often lacking crucial data and insights to give customers the help they need. 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 required to deliver what a customer needs, when they need it.

This digital roundtable with senior peers will delve into the key challenges for organisations as they look to leverage customer interaction data and AI to improve support for vulnerable customers against a backdrop of economic and technological disruption as well as rising regulatory risk.


Topics for discussion:

• What impact is the cost-of-living crisis having on customers and what are the key challenges for businesses in providing personalised support?

• What steps are organisations taking to best support those in a position of financial, mental or physical vulnerability?

• How do organisations categorise the drivers and management of vulnerability?

• How are organisations using data and AI-driven technologies to help customer services staff identify vulnerable customers and provide them with a more personalised service?

• How are organisations using AI-led technology to track quality of agent support for vulnerable customers at scale?

• How are consumer expectations of customer services channels changing, and how are businesses responding to the need for greater personalisation?

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

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