Is your contact centre truly serving vulnerable customers, or just ticking a compliance box?

 

With nearly half of UK adults experiencing some form of vulnerability, the stakes have never been higher.

 

This landmark ContactBabel research – drawn from a survey of over 200 UK contact centres – reveals how AI can be used to identify, support and nurture your vulnerable customers.

 

Key findings:

  • Improving service to vulnerable customers is stated to be “important” or “critically important” to 90% of UK organisations
  • Only 10% of contact centres are currently using AI to support vulnerable customers: early movers have a significant competitive and compliance advantage
  • Traditional QA samples just 1-2% of interactions, leaving most vulnerable customer experiences completely unmonitored
  • Agent training is rated the #1 challenge: AI-driven coaching and real-time assistance can transform frontline capability
  • 67% of customers cite poor experience as a reason to switch. Vulnerable customers amplify that risk across their entire social network
  • Telephony still handles around 70% of inbound contacts, making voice-channel AI investment critical

 

The report maps specific AI capabilities to your biggest operational challenges, from proactive vulnerability detection and intelligent routing, to automated QA, admin reduction and agent wellbeing.

 

Download now and move beyond compliance.

 

 

To gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

If you have already registered, please log in here.

 

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