Harnessing AI tools to support Consumer Duty and advice

AI can help deliver deeper client understanding

clock • 6 min read

Adrian Boulding and Paul Muir investigate some of the new generative AI-enabled tools which might support better consumer outcomes...

Dunstan Thomas has been focusing hard on enabling clear customer communications for policyholders through the statutory money purchase illustrations (SMPIs) and its simpler annual benefit statements (SABSs) for many years. It has been awarded the Crystal Mark by the Plain English Campaign for the layout and readability of these documents which it delivers for many providers. However, it remains clear that readability is one thing, understanding is quite another. The UK scores poorly, relative to other countries across Europe, for financial literacy. According to both the FT and the Fina...

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