Deliver exceptional service in a time of need.
The FCA defines a vulnerable customer as anyone who is susceptible to harm due to personal circumstances.
Contact centers rely on their agents to identify vulnerable customers, but most consumers are unwilling to admit or are unaware that they are vulnerable.
Using Enlighten AI, it is now possible to objectively and accurately identify these customers on every voice and digital interaction, right out-of-the-box. Pre-built compliance and agent AI behavior models that are derived from large interaction data sets make it easy to ensure FCA compliance.