Foreword

This report does something both necessary and revealing: it compares what firms believe about their use of AI with what customers with characteristics of vulnerability actually experience.

Ninety-three per cent of firms say AI has improved outcomes for vulnerable customers. However, around a third of firms do not monitor outcomes for vulnerable customers specifically, and vulnerable adults fail digital tasks at three times the rate of the rest of the population.

Confidence is not the same as evidence.

Firms' vulnerability identification, monitoring, and outcome reporting must keep pace with AI adoption to ensure services are accessible to everyone, with ready access to human support when needed.