Stop relying on chatbots for customer care, UK service providers urged
Summary
Citizens Advice in the UK has asked essential service providers to stop relying so much on AI chatbots for customer support and to make sure people have the option to speak with a human. The charity found that many users struggled with chatbots, which caused delays and stress, especially for those with limited or no internet access.Key Facts
- AI chatbots are widely used in essential services like energy, banking, phones, and internet.
- More than half of users found chatbots caused delays, stress, or made problem-solving harder.
- Nearly half of chatbot users said the bots were unhelpful, with some feeling the chatbot was designed to make them give up.
- An estimated 14 million UK citizens face digital exclusion, meaning they have trouble using online services.
- People without good digital access wait much longer for issues to be fixed, such as correcting energy bills.
- Digital-only application processes, like for low-cost broadband or homelessness support, can worsen difficulties for vulnerable individuals.
- Only 20% of UK adults prefer chatbots; most choose phone calls, email, or instant messaging to get help.
- Citizens Advice calls for a right for customers to talk to a human and warns that removing phone and face-to-face options leaves many people without proper support.
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