AI Strategies in Financial Services Risk Harming Vulnerable Customers

• •77% of financial leaders believe AI strategies may harm vulnerable customers.
• •74% of vulnerable customers have felt discouraged when seeking support.
• •Only 23% of leaders are confident in their organizations' measures to protect vulnerable customers.

Research indicates that 77% of financial services leaders believe AI strategies may negatively impact vulnerable customers. The study surveyed 1,000 decision-makers across U.K. banks and insurers, revealing that 74% of vulnerable customers have felt discouraged while seeking support. Automated systems often fail to resolve issues, with 52% of customers reporting that AI rarely solves their problems. Additionally, 35% of vulnerable customers struggle to reach human advisers, and 58% express frustration during interactions. Despite awareness of these risks, only 23% of leaders feel confident in their organizations' protective measures. The findings highlight a significant gap between AI deployment and safeguarding vulnerable populations.