Contents
The report examines firms’ AI inclusion readiness, the gap between confidence and reported practice, the experiences of customers with characteristics of vulnerability, and the regulatory and operational priorities that follow.
Executive summary
The report’s key findings on AI inclusion readiness, reported practice and the experiences of vulnerable customers.
The state of AI inclusion readiness
An assessment of firms’ AI inclusion readiness across current practice, inclusive design and future readiness.
Supporting different forms of vulnerability
How firms monitor outcomes, design for inclusion and provide support across different forms of vulnerability.
Customer outcomes in AI-enabled payments
What consumer research reveals about the experiences and outcomes of vulnerable customers using banking and payment services.
Regulation, digital identity, and readiness
The barriers firms face in adopting AI inclusively, alongside their readiness for digital identity and verification.
