Why People Tell AI About Their Debt – But Not You

Sabio explores how contact centres can use AI and human interaction to better support vulnerable customers.There’s an assumption baked into contact centre design that rarely gets examined: when a conversation is sensitive, the instinct is to route it to a person.
Debt, financial hardship, a missed payment – surely those need a human who can offer empathy and build trust?The evidence suggests otherwise.Drawing on the FCA’s own work, Grant Thornton found that 58% of vulnerable cu