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Vulnerable Customer Support demo

A support need heard on the call, recorded in the customer's plain words with consent, and followed on each channel 1:32

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What the demo shows

Frontline staff spot customers who need extra care, record needs and adapt service

A Listening agent hears possible signs of vulnerability on calls and chats (a bereavement, confusion, distress, a carer speaking) and prompts the colleague once, with the quote, its confidence and the words to ask, never recording anything without the customer's consent. A Needs Record agent drafts the need in the customer's plain words for the colleague to edit and save. A Follow-through agent applies it to every channel, looks back 30 days for what the bank owes, proposes refunds and callbacks, then checks every letter, call, fee, sales and collections contact against recorded needs. A Referral agent routes specialist work with service levels, a Review agent asks about temporary needs at the next contact, an Outcomes agent compares outcomes for customers with recorded needs with everyone else and drafts the board report, and an Evidence Pack agent builds redacted packs for the FCA and internal audit. People record, approve, check and sign.

Transcript

  1. Vulnerable Customer Support helps bank colleagues spot customers who need extra care.
  2. The FCA found staff missing visible distress and ignoring needs customers had shared.
  3. Mrs Ann Hollis calls about a payment; her husband died last month.
  4. The Listening agent hears it, and prompts Ellie to ask for consent.
  5. She agrees. An agent drafts the need in plain words; Ellie saves it.
  6. The Follow-through agent adapts every channel: specialist team, no sales, no collections.
  7. It finds thirty-five pounds of charges, and proposes a refund and a callback.
  8. Ellie approves both; a specialist checks the refund before it posts.
  9. The Outcomes agent compares customers with needs against everyone else, and raises gaps.
  10. Every decision carries a named person, a reason code and an audit trail.
  11. The result: needs told once, followed everywhere, and £7,480 a quarter back to bereaved customers.
  12. Built on Botminds: agents, data, screens and governance on one platform.

The narration as written for the film. Captions are on the player.