{"id":34944,"date":"2023-10-31T20:39:04","date_gmt":"2023-10-31T20:39:04","guid":{"rendered":"https:\/\/digileaders.com\/?p=34944"},"modified":"2023-11-09T17:50:29","modified_gmt":"2023-11-09T17:50:29","slug":"how-ai-can-identify-and-prioritise-vulnerable-customers","status":"publish","type":"post","link":"https:\/\/digileaders.com\/how-ai-can-identify-and-prioritise-vulnerable-customers\/","title":{"rendered":"How AI can identify and prioritise vulnerable customers"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Natasha Gilmour, Head of Operational Support\u00a0 at Citizens Advice Scotland, looks back at the winter 2022 with a shudder. The cost of living crisis meant \u201cwe were hit by an avalanche of demand\u201d. Incoming requests more than doubled. The proportion of cases marked \u2018very urgent\u2019 jumped from 20% to 83%. Her team was running on empty, overwhelmed by the sheer number of vulnerable customers in difficult circumstances.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">She told me : \u201cLate intervention [in cases] has high human costs &#8211; significant physical and mental harm to consumers and also to the frontline staff delivering the services\u201d.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Natasha and her team were determined to find a better solution. They created a <\/span><a href=\"https:\/\/www.civtech.scot\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">CivTech<\/span><\/a><span style=\"font-weight: 400;\"> challenge asking: \u2018How can technology help to quickly identify and prioritise support for people in the most vulnerable situations, starting with those having energy problems?\u2019<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">15 organisations responded to their challenge.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">6 were interviewed.<\/span><\/li>\n<li>3 were given \u00a35000 to develop their solution.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">In the end, one winner was chosen: My team at HelpFirst.a London-based startupAI opens doors to new possibilities. Large Language Models (LLMs) can grasp human language well enough that we can build a system to delve into cases and pull out information. We will be providing case workers with a powerful assistant, working 24\/7 to identify and prioritise the most vulnerable customers.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">HelpFirst has brilliant experts focused on this challenge. Harriet Owen,\u00a0 machine learning engineer at HelpFirst, spent a decade as a caseworker assisting vulnerable individuals. Wanting to create systemic change, Harriet transitioned into AI, to develop systems that better safeguard those most at risk. Her blend of domain expertise and AI skills is a powerful synergy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Back at Citizens Advice Scotland, there is excitement about how the new technology can improve their processes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cAI has the potential to revolutionise the care we are offering, so we are very excited to be going on this journey\u201d says Natasha.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The CivTech ethos is to build software once and do it well. CivTech funding explicitly allows other organisations to benefit. Andy says \u201cwe are keen to talk to other organisations who deal with vulnerable customers, as we are aiming to build a solution that works across utilities, finance and the public sector\u201d.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Can you spare 30 minutes to help <\/span><a href=\"http:\/\/helpfirst.ai\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">HelpFirst.ai<\/span><\/a><span style=\"font-weight: 400;\">? We\u2019re looking to learn as much as possible from people like you who work with vulnerable customers online. We\u2019ll give \u00a350 to Mind (the mental health charity) for each of the first 10 people who <\/span><a href=\"https:\/\/calendar.app.google\/wT4xnNELnLHVAZ4B8\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">book a meeting<\/span><\/a><span style=\"font-weight: 400;\"> with me, <\/span><a href=\"mailto:andy@helpfirst.ai\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Andy Bell<\/span><\/a><span style=\"font-weight: 400;\">, HelpFirst Founder.<\/span><\/p>\n<hr \/>\n<p style=\"text-align: center;\"><span class=\"btn-container\"><a class=\"btn btn-md btn-primary\" href=\"https:\/\/digileaders.com\/topic\/ai\/\">Read More AI &amp; Data <i class=\"far fa-caret-right\"><\/i><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Natasha Gilmour, Head of Operational Support\u00a0 at Citizens Advice Scotland, looks back at the winter 2022 with a shudder. The cost of living crisis meant \u201cwe were hit by an avalanche of demand\u201d. Incoming requests more than doubled. The proportion of cases marked \u2018very urgent\u2019 [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":34949,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"class_list":["post-34944","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","topic-digital-inclusion","topic-ai","topic-tech-for-good"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How AI can identify and prioritise vulnerable customers | Digital Leaders<\/title>\n<meta name=\"description\" content=\"Natasha Gilmour, Head of Operational Support at Citizens Advice Scotland, looks back at the winter 2022 with a shudder.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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