How AI Can Support Vulnerable Customers скачать в хорошем качестве

How AI Can Support Vulnerable Customers

0:00 Can AI understand when a person is vulnerable? 3:36 Defining what vulnerability means for your organisation and using technology to support 10:25 What is a keyboardless agent? 11:06 What are the risks of over labelling vulnerability? 14:13 The difference between explicit and implicit support for customers 17:05 The challenge of missed vulnerability cues 18:43 Are people comfortable talking to AI about their problems? 21:09 The power of giving customers the support they need when they need it 24:58 Setting up the right guardrails for AI and why you need it for vulnerable customers 28:03 What is an AI knowledge base and how can you build one? 30:17 Finding the right starting point and why Auto Summary is the best test case 32:24 Why you need to be aware of agent vulnerability and risk 40:40 What is on-call and off-call vulnerability support? 44:39 Are we measuring vulnerability, or empathy? 46:31 How AI can support with regulatory compliance around vulnerability 49:58 Using AI for training and coaching Supporting vulnerable customers is one of the most critical challenges facing contact centres today. With 51% of UK adults meeting the criteria for vulnerability, organisations need scalable, effective approaches that balance empathy with operational reality. This podcast explores how AI can help identify vulnerability signals, support agents in real-time, ensure regulatory compliance, and ultimately deliver better outcomes for customers who need support most.