Using AI to Improve Support for Vulnerable Customers

Get a first look at new Contact Babel research into the challenges, drivers and strategies for using AI to support vulnerable customers. 68% of organisations now rate improving support for vulnerable customers as a critical objective, yet only 10% are currently using AI to strengthen vulnerability processes. This means that AI is still a big, underused opportunity, helping teams spot vulnerability earlier, guide agents in the moment, and improve consistency, so you can explore practical ways to apply it in your own operation.

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Date: April 21
Time: 11AM

Why are so many organisations rethinking vulnerability support now?

Supporting vulnerable customers has become a critical priority across regulated sectors, but many contact centres still rely on manual approaches that are difficult to scale and inconsistent in practice. Agents may recognise a problem, but capturing it reliably, applying the right adjustments, and recording the outcome can feel like a separate job layered on top of the conversation.

New research from Contact Babel found that 68% of organisations now see improving support for vulnerable customers as a critical objective. Yet only 10% are currently using AI to strengthen vulnerability processes, even though more than half are planning or actively considering adoption this year.

This means there is a widening gap between regulatory expectations and operational reality, especially when teams are already handling sensitive conversations where getting it wrong has a human impact as well as a compliance one.

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Register now to secure your spot and receive a copy of the exclusive ContactBabel report 

What will you learn in the session?

You will get a clear view of what organisations are doing today, where AI is genuinely helping, and what safeguards are being used to keep decisions accountable and auditable.

The latest Contact Babel findings on how organisations define, identify, and manage vulnerability

Practical ways AI can support agents during live interactions, including prompts, summarisation, and consistent record keeping

Common regulatory drivers, the risks of inconsistent identification, and the controls teams are putting in place

Real examples of process improvement from FourNet’s work, including the UK’s first dementia friendly contact centre built in partnership with the Alzheimer’s Society

How contact centres are reshaping workflows so agents feel more confident handling complex, emotionally demanding calls

Who should attend?

This session is designed for contact centre leaders and senior stakeholders responsible for customer outcomes, operational risk, compliance, digital transformation, and service quality, particularly in regulated and public sector environments. 

If you are reviewing your vulnerability approach, preparing for audit scrutiny, or trying to introduce AI safely without creating new risk, you will come away with a clearer path forward. 

What will you take away?

By the end of the webinar you will be able to: 

  • Benchmark your current approach against new industry research 
  • Identify the highest value AI use cases for vulnerability support, and the ones to treat with caution 
  • Understand the safeguards that matter most for trust, compliance, and audit readiness 
  • Leave with practical next steps for piloting AI in a way that supports agents rather than overwhelms them, and receive a copy of the exclusive ContactBabel report 

Speakers

ContactBabel

Steve Morrell

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ContactBabel

Steve Morrell

Steve brings deep insight into contact centre performance and customer experience trends, built on decades of independent research across the sector. His latest study explores how organisations are adapting their vulnerability strategies and where AI is starting to make a measurable difference. 

FourNet

Lian Rowlands

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FourNet

Lian Rowlands

Lian has spent more than twenty years helping contact centres modernise safely, with a particular focus on complex, high stakes environments. She will share practical lessons from FourNet's work with customers, including the UK's first dementia friendly contact centre designed in partnership with the Alzheimer's Society.