Recognise when a customer needs more help.
Customers who need more help reach your specialist team sooner, with AI agents that pick up signs of vulnerability in calls, chats and messages and record their circumstances.
Recognise when a customer needs more help.
Customers who need more help reach your specialist team sooner, with AI agents that pick up signs of vulnerability in calls, chats and messages and record their circumstances.
Vulnerability identification and support
Customers rarely say they are vulnerable. The signs appear in ordinary contact: a missed payment after a hospital stay, a message about losing a job, a request for more time. If those signs are missed, customers are treated in the wrong way. If they are spotted but not recorded, the next contact starts from scratch and your regulator will ask why.
We build journeys that recognise signs of vulnerability in what customers tell us. When they appear, the customer is handed to a customer service agent in your specialist team, with their circumstances captured and passed to your systems, so your team starts with what the customer has already told us. We work with each client to meet the consent and regulatory requirements of their sector, and every step is recorded as regulatory evidence.
- ✓ContactCustomer replies to a service message
- ✓UnderstandSigns of vulnerability recognised in the reply
- ✓VerifyIdentity verified
- ✓AssessSupport needs captured, with the customer's consent
- ✓RouteSpecialist support team takes over
- ✓IntegrateCircumstances passed to the client's systems
- ✓ReportSupport evidenced for the regulator
- ✓ContactCustomer replies to a service message
- ✓UnderstandSigns of vulnerability recognised in the reply
- ✓VerifyIdentity verified
- ✓AssessSupport needs captured, with the customer's consent
- ✓RouteSpecialist support team takes over
- ✓IntegrateCircumstances passed to the client's systems
- ✓ReportSupport evidenced for the regulator
- ✓ContactCustomer replies to a service message
- ✓UnderstandSigns of vulnerability recognised in the reply
- ✓VerifyIdentity verified
- ✓AssessSupport needs captured, with the customer's consent
- ✓RouteSpecialist support team takes over
- ✓IntegrateCircumstances passed to the client's systems
- ✓ReportSupport evidenced for the regulator
Customers who need more help reach the right people sooner, with their circumstances already recorded. You can track how many flagged customers are given support and show how each one was treated.
Free discovery, then live in 4-8 weeks from sign-off of the solution design. Then we host, monitor and improve it. See how it works
Kraken, SAP, Salesforce and in-house billing systems, through file exchange or API. No replacement programme.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.