Overcome the complexity of detecting vulnerable customers 

Challenge your assumptions about vulnerability.

Discover how the face of vulnerability is changing in the UK, what signs of vulnerability are all too often missed by contact centre agents, and why AI could be the safety net your business needs. 

Trusted by the world's leading companies

Catch the signs of vulnerability that others miss

Discover if you have a vulnerable customer awareness gap in your business:

Discover the five hidden faces of vulnerability in the UK

Overcome vulnerability bias and ensure complete protection

Most businesses today are confident in their vulnerable customer processes, but these often lack an adequate safety net to catch signs of vulnerability missed by contact centre agents. AI can help provide protection for both customer and business.

Vulnerability is complex, fast-moving, and extremely fluid. Today, anyone can find themselves in a vulnerable position at any time. This report reveals the five consumer groups most at risk of vulnerability today - and the awareness gap keeping them hidden.

The world leader in CX, AI & Cloud Contact Centre Solutions

Powering seamless experiences for every customer journey. The leading AI powered contact centre platform.

+1 million

10 billion



+$2 billion

agents using NICE CXone worldwide

interactions managed annually

companies use NICE CX solutions

R&D  professionals with $334 million investment

annual revenue across

150 countries


Better serve vulnerable customers with purpose-built AI

Enlighten AI is built on the industry’s largest labelled customer experience dataset including 20+ years of vulnerability triggers. Bringing billions of customer experience data points together, Enlighten AI can analyse every interaction, on every channel, for the signs of vulnerability developed in conjunction with the FCA pillars. 

Report: The changing face of vulnerability 

Download the report andovercome vulnerability bias. 

See for yourself why NICE is the leader in 

AI for customer experience.