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, yet fewer feel these tools are meeting their needs or making payment journeys easier.

Join our panel as they discuss the findings, examine current gaps in provision, and explore how payments businesses can design more inclusive and accessible products.

Speakers:

• Kerry Berchem, Financial Services Lawyer, Burges Salmon
• Emily Carlson, Digital Accessibility Lead, KPMG
• Joanne Dewar, Co-founder & Lead, Project Nemo
• Miranda McLean, Chief Marketing Officer, Ecommpay
• Cressida Stephenson, Founder, EdenChase Associates

The discussion explores:

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