AI, digital transformation, and vulnerable customers: Building resilience and overcoming challenges

AI, digital transformation, and vulnerable customers: Building resilience and overcoming challenges

6th March 2024 · Arvato · Blog

We welcomed Sarah Burnett, Tech Evangelist at, and our very own James Towner, Chief Growth Officer at ArvatoConnect, to discuss the role of AI in customer experience and business optimisation for vulnerable people.

We explore the definition of vulnerability, the advantages and challenges of AI and tech in this area, and the best practices for ethical and inclusive AI solutions.

Here are some key points from the discussion:

Sarah and James delve into what vulnerability means in the context of customer and citizen interactions. Understanding vulnerability is crucial for tailoring solutions that address specific needs.

  1. Advantages of AI for vulnerable customers:
    • AI can provide personalised support and recommendations
    • It enables efficient handling of customer enquiries and requests
    • Automation can streamline processes, leading to faster responses.
  2. Challenges of AI in this area:
    • Ensuring ethical use of AI to avoid bias or discrimination
    • Balancing automation with human touch for empathetic interactions
    • Addressing privacy concerns related to data handling.
  3. Best practices for ethical and inclusive AI solutions:
    • Design AI systems with transparency and fairness
    • Regularly assess and improve algorithms to minimise bias
    • Involve diverse teams in AI development to consider different perspectives.
james towner arvatoconnect

I don’t think a lot of people who would see themselves as non-vulnerable necessarily understand what it is to be vulnerable.

It’s using that intelligence to help inform the agent, giving them the tools to be able to have a much better conversation.

The difficulty is, I think the level of data that identifies different vulnerabilities is still very immature. If we make the interaction as natural and intuitive as possible, you can take away a lot of fear that surrounds AI.

James Towner, Chief Growth Officer, ArvatoConnect

AI can not only identify the kind of needs that a person might have, but also find a solution. You can actually understand their requirements a bit better and offer them services or solutions that suit their specific needs.

But it’s so important for it to be constantly checked and it’s fairness. and lack of bias validated.

The good news is that there are tools, open source tools, that help AI developers check their models for bias and test them for fairness by tweaking key data points.

Sarah Burnett, Tech Evangelist,

View the full transcript here

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