Energy firms have been failing vulnerable customers, the sector's watchdog has said, as people face a cold and costly winter.
Energy regulator Ofgem has published findings into the third of its series of ‘deep dives’ into how energy suppliers are helping customers this winter and beyond.
People dealing with critical illness or bereavement say poor customer service at insurers and banks often puts them through a new ordeal
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In the UK alone, 53% of adults are classed as vulnerable
With recession looming, this number is set to rise
We work closely with you to create a platform and process optimised for your business.
A typical implementation looks like this...
We have developed technology and processes to detect and protect vulnerable clients.
During conversation, the majority of meaning is conveyed through how things are said. EmpathIQ uses proprietary waveform analysis combined with natural language processing to obtain a true understanding of voice, detecting the subtlest indicators of vulnerability.
With the breadth of definitions for vulnerability, EmpathIQ deploys a multi-model approach to vulnerability detection. This includes models for non-native language speaker, dementia, aphasia, right-hemisphere damage, age, mental health, emotion, sentiment and gender.
Experience 100% vulnerability monitoring across all calls made through your voice channels including, deskphones, softphones, Microsoft Teams, Zoom, cellular calls and more.
Configure EmpathIQ to alert senior team members and compliance teams in real-time whenever suspected vulnerability is detected.
Treat every vulnerable and potentially vulnerable customer in accordance with FCA regulation by detecting vulnerability and taking appropriate action before selling commences.
Give the power of AI Vulnerability Detection to your existing phone system and voice channels. EmpathIQ seamlessly integrates into the leading voice vendors. No voice channels? EmpathIQ analyses text as well!
Take EmpathIQ further with batch analysis of your entire calling history. Detect missed cases of potential vulnerability in historic conversations and take appropriate action.
Configure EmathIQ to guide agents through desired next steps once potential vulnerability is detected. Embed vulnerability surveys, manager alerts, call barging and much more.
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