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At Ophelos, part of Intrum, we’re building products that improve collections outcomes for our clients while consistently delivering industry-leading customer experience for those clearing their debts.
Central to this is effectively recognising and responding to customer vulnerability—a concept that is complex, nuanced, and challenging to define clearly. Customer vulnerability can be broadly understood as circumstances or characteristics that make an individual more susceptible to harm, especially if their situation is not handled with sensitivity and care.
Given the significant number of vulnerable customers encountered in debt resolution, understanding, detecting, and properly supporting these vulnerabilities is essential.
This paper explores the key challenges in identifying and addressing vulnerable customers and illustrates how Ophelos leverages AI-native technology to detect, flag and mitigate customer vulnerabilities effectively.
