How AI-powered payments tools are failing vulnerable customers – and how to fix them

The adoption of AI-powered tools in payments and banking is accelerating — but are we at risk of leaving vulnerable customers behind? New research from The Payments Association’s Diversity & Inclusion sub-working group shows vulnerable customers are adopting AI-powered banking tools faster than non-vulnerable counterparts, but fewer feel these tools are meeting their needs or making payments journeys easier.

Join Kerry Berchem from Burges Salmon, Miranda McLean from Ecommpay, Joanne Dewar from Project Nemo, Emily Carlson from KPMG, and Cressida Stephenson from EdenChase Associates as they discuss the research, examine current failures in provision, and suggest ways for payments businesses to make their products inclusive and accessible by design.

The discussion explores:

The AI-powered tools being used in payments and banking products
How vulnerable customers are interacting with these tools, and where they’re being disadvantaged
Practical steps to address gaps in provision and ensure payments products are accessible for all

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