Identifying and supporting vulnerable customers is a critical challenge for many businesses, especially in debt collection, where sensitivity and compliance are essential. AI agents are changing the game by providing real-time insights and ensuring vulnerable customers receive the right level of support. It is important to note that
AI Agents and Chatbots are not the same thing.
Here’s everything you need to know about how AI agents can help.
How Do AI Agents Detect Vulnerability?
AI agents rely on advanced natural language understanding (NLP) capabilities powered by Webio’s
Custom Collections Language Model (CCLM) to detect signs of vulnerability in customer conversations. This model is specifically designed for the debt collection industry and incorporates three critical capabilities:
- Intent Recognition:
Webio’s enables AI agents to analyse customer messages and understand their needs while identifying signs of vulnerability. For instance, if a customer says, "I can’t pay the full amount today, but I can manage a partial payment on Friday," the AI recognises the intent (partial payment) and potential vulnerability. With over 40 pre-trained intents customisable to different scenarios, the CCLM ensures conversations are managed with precision and empathy.
- Entity Capture:
The CCLM excels in extracting and standardising key data points such as dates, amounts, and locations from customer messages, even if presented in unconventional formats. For example, a customer might say, "I can pay £50 next Friday." The AI efficiently captures the amount and date, reducing back-and-forth interactions by 66%. This streamlined process not only enhances efficiency but also minimizes stress for the customer.
- Propensity Guidance:
A cornerstone of Webio’s CCLM is its ability to predict the likely outcome of a conversation with 85-95% accuracy within just three customer utterances. This propensity detection helps AI agents determine the best course of action, such as routing a customer to a specialized team trained in handling vulnerable cases or continuing with a self-service path.
The CCLM is designed to understand the nuances of real-world customer conversations, making it an essential tool for businesses managing vulnerability with sensitivity and compliance.
What Happens When Vulnerability is Detected?
When an AI agent detects signs of vulnerability, it takes immediate action to ensure the customer receives appropriate care:
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Personalised Routing
Vulnerable customers are seamlessly transferred to specialised agents trained to handle sensitive situations. This ensures conversations are managed with empathy and compliance.
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Blended Automation and Live Agent
AI agents handle routine parts of the conversation—such as initial identification or data gathering—before routing complex cases to human agents. This combination reduces pressure on live agents while ensuring vulnerable customers are treated with care.
How Accurate Are AI Agents at Detecting Vulnerability?
Webio’s AI agents are incredibly effective at identifying signs of vulnerability. Key metrics include:
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85-95% detection accuracy within three utterances.
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59% of conversations flagged for vulnerability traits, demonstrating the prevalence of this issue across industries.
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66% fewer messages required for ID&V processes, streamlining the experience for customers and reducing friction.
Why Use AI Agents for Vulnerable Customer Support?
AI agents offer significant advantages for businesses managing vulnerable customers:
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Enhanced Compliance:
By quickly identifying vulnerability traits, AI agents help businesses adhere to regulations like consumer duty and fair treatment policies.
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Empathetic Engagement:
With personalised responses and dynamic conversation management, customers feel understood and supported.
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Improved Efficiency:
Automation reduces the workload for human agents, allowing them to focus on high-priority cases. Webio clients report 80% fewer resources needed for managing conversations with AI.
Real-World Impact
Vulnerability Detection at Scale
59% of digital conversations exhibited vulnerability traits detected by Webio highlighting the scale of the issue. With our AI and Automation these customers had a better experience while the business maintained regulatory compliance and were able to achieve better conversation outcomes.
Smoother Conversations
Webio clients are reducing the number of messages needed for ID&V processes by at least 66%, improving the overall customer experience and reducing conversation times.
Key Takeaways
Webio AI agents are impacting how businesses manage vulnerable customers by combining AI, automation, empathy, and precision. They:
- Identify vulnerability traits with up to 95% accuracy.
- Streamline conversations with 66% fewer messages.
- Free up resources, reducing the need for live agents by 80%.
By integrating AI agents, businesses can enhance customer experiences, improve compliance, and deliver more effective support to those who need it most.
Want to see how AI agents can improve your customer conversations? Check out our
AI and Automation
Can AI Agents Identify Vulnerable Customers?
