HelpHub is a pioneering AI solution to pro-actively identify customer vulnerability, improve their financial situation, and provide meaningful solutions to address the root causes of their difficulties. HelpHub works like this:

1. We use data to intelligently identify your financially vulnerable customers, and estimate how much money they could be missing out on through missed benefits.
2. Customers are invited via a digital outreach campaign to visit HelpHub’s accessible online journey, through email, SMS or whatsapp, in their own language.
3. HelpHub helps them increase their income, and make their money go further by offering an integrated benefits check. After answering a series of questions about their household, they will see what benefits and schemes they are missing out on, how much they should get, and where to apply.
4. There's then an offer to search for lost accounts, and optionally, look at cheaper utility schemes.
5. To address the root causes of their difficulties, they'll then be asked if there's other areas where they'd need support. They can describe their problem in their own words, using voice or text. We then match them to a small set of tailored recommendations, from our unsurpassed mapping of over 75,000 free support solutions from across the charity sector and public services.
6. HelpHub’s AI automatically identifies potential vulnerability risks during the customer’s interaction. Where disabilities or vulnerability risks are found, consent is requested to share this information. The customer is then asked a simple set of questions to identify whether adaptions should be made around how they are contacted in future. You'll is then provided with a vulnerability risk score, and the customer’s requests.

Many people are simply unaware that there is support out there for them, and have no motivation to look. Our pro-active approach reaches them where they are, and guides them to the support they need. Being guided to both financial and non-financial support solutions can be life transforming for them, and help them get back on their feet.

Facilitating this offer can dramatically change your relationship with the customer - and help them understand that you might be on their side. By practically helping them to find their feet financially, whilst addressing the non-financial causes that are often the root of their difficulty, we can help improve the long term chances of debt being repaid.

And importantly, we can help you demonstrate to regulators that you have robust processes in place to identify vulnerability and ensure equal outcomes for all customers – even the hardest to help.