NICE announced that Oodle Car Finance has selected NICE's artificial intelligence (AI)-driven customer experience solutions to identify and meet the specific needs of vulnerable consumers. With NICE Interaction Analytics and Enlighten AI for V vulnerable Customers, Oodle is providing its frontline contact center agents with real-time guidance, ensuring fair treatment, and addressing regulatory compliance. NICE's technology enables Oodles' contact center agents to adapt their behaviours, driving higher volumes of fair outcomes for vulnerable customers.

By investing in Enlighten AI, Oodle is establishing practices designed to treat vulnerable customers fairly and deliver service in line with the Consumer Duty guidelines for firms published by the UK's Financial Conduct Authority (FCA) regarding the fair treatment of customers.