How does it identify vulnerable customers?

AI does not determine that a customer is vulnerable. It may help surface authorized case information for human review, but a suitably trained person must consider the source and circumstances and decide what support is appropriate.

Does it ensure FCA Consumer Duty vulnerable customer requirements are met?

No AI feature by itself ensures regulatory compliance. Organizations remain responsible for meeting their obligations; trained specialists should assess relevant cases, and workflows should be validated against applicable requirements.

Can I configure the segmentation categories for my organization?

Available categories and workflow behavior depend on the agreed configuration. Discuss your taxonomy, connected systems, review process, and regulatory or service requirements during discovery.

ResolveCX AI›Customer Type Segmentation

Customer Context for People to Review

Where configured, ResolveCX AI may suggest relevant customer context or a route from authorized case information. A person checks the source and remains responsible for the final decision.

Illustrative workflowCustomer context is reviewed, not inferred as a verdict

SOURCEConfigured account details and case information
AI MAY SUGGESTPossible customer context to consider
PERSON REVIEWSPerson checks the source and circumstances
PERSON DECIDESPerson decides whether a segment or route fits

No demographic or sensitive-trait inference is implied. Illustrative only; availability depends on configuration.

AI
May suggest customer context
Review
Person checks the source
Human
Final decisions stay with people
Configured
Workflow depends on your setup

What it does

Customer Context Can Inform a Human Decision

Customer profile information and the circumstances of a case may both matter to handling. No single signal or AI-generated suggestion establishes a person's needs, status, or risk; reviewers should consider the original information and relevant circumstances.

In an agreed workflow, AI may suggest a category, summary, or route from authorized case context. A person checks the source and makes the final decision. How categories, routing, and connected systems are configured depends on the approved scope.

AI may suggest customer context from authorized case information

Connected systems and available data depend on the approved setup

A person verifies the source before acting

A person confirms segments and decides on any route

Specialists oversee vulnerable or regulatory matters

AI suggestions do not establish regulatory compliance

How it works

Authorized case context is available

The information available to AI depends on the case record, permissions, and connected systems in the agreed workflow.

AI may suggest relevant context

AI may suggest a category, summary, or route from authorized case information. It does not determine a customer's vulnerability, status, or needs.

A person checks the source

The case owner reviews the original information and considers it alongside relevant profile data and the person's circumstances.

A person decides how to handle the case

An authorized person confirms any customer segment and decides whether a configured route or handling approach is appropriate.

Specialists oversee sensitive matters

People with appropriate expertise remain responsible for decisions involving vulnerability, safeguarding, regulatory obligations, or other sensitive issues.

Industry use cases

Customer Segmentation Across Industries

Financial Services

AI may surface authorized case information for review, but it does not determine vulnerability or establish compliance with FCA Consumer Duty. A trained specialist assesses the evidence and decides what support is appropriate.

Healthcare

Where permitted case context is available, AI may help organize information for review. Clinical, safeguarding, and patient-care decisions remain with appropriately qualified people.

Telecommunications

If customer profile or account systems are connected, AI may suggest relevant case context. A person verifies the source and decides whether specialist handling is needed.

BPO & Contact Centers

An agreed workflow may use configured customer categories or handling rules. AI suggestions are reviewed by a person, who confirms the segment and any next step.

Why it matters

Dynamic AI Segmentation vs Static CRM Fields

Customer records and current case information may offer different context. A person should check relevant sources and decide whether any customer category applies.

Capability	AI-assisted workflow	Human review
May suggest a category, summary, or route from authorized case context
Person checks the source before confirming customer context
Person decides whether a customer segment applies
Specialist oversight for vulnerable or regulatory matters

Practical evaluation guide

Evaluating customer context without making assumptions

For customer segmentation in a case workflow, separate verified context from an inferred description. Relevant information must be authorised, current and useful to the handling decision; it should not become an unsupported judgement about the customer.

Illustrative review scenario

A repeat contact needs context, not a personality label

Several contacts about the same unresolved issue may warrant a careful review of the case history. They do not establish that a person is difficult, disloyal or vulnerable. Check why the customer contacted the team again, whether previous actions were completed and what remains outstanding. Any grouping or contextual suggestion should be assessed against those records before it influences handling.

Questions to agree before use

Is the available context verified and relevant to this case?
Could outdated information lead to inappropriate handling?
Are sensitive characteristics being assumed without a basis?
Who decides whether a contextual suggestion should be used?

Keep customer context tied to the owned case rather than treating a segment as a decision. A checked summary can help the next handler understand the history without replacing the underlying record.

ResolveCX AI

Keep People in Control of Customer Decisions

See how AI suggestions may support case review in a configured workflow, while people check the source and decide the appropriate next step.

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