MSE News: Mental health charity calls for banks to help vulnerable customers 24 January 2017 at 10:21AM in Debt-free wannabe 2 replies 1.1K views

Legacy_user

Banks should introduce options like voice recognition and web chat facilities to help people with mental health problems...

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'Mental health think tank calls for banks to provide support for vulnerable customers'

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JuicyJesus

HSBC and FD have gone with voice ID, which is one of those, and both have secure messaging services, which does also allow correspondence via text.

A transcript of phone calls though... the cost of implementing that would be astronomical and, in my view, not proportionate. You'd need to have a whole team of people just constantly listening to or transcribing phone calls, and I can only imagine how rapidly (ab)used that service would get.

sourcrates

Web chat is a good idea.

Most companies have this option now, I've sorted things pretty quickly when using it myself.

Nothing worse than been stuck in an automated phone menu, when all you want to do is speak to someone.