Citizens Advice urges UK banks and energy firms to stop relying on AI chatbots for customer care
Citizens Advice has told UK banks and energy firms to guarantee customers the right to speak to a human after research showed AI systems caused delays and stress.
Research shows widespread user harm
The charity found that more than half of users wasted time or experienced stress while using these automated systems. Nearly half of the people who used a chatbot described them as unhelpful, with some feeling forced to give up.
Digital exclusion blocks essential services
The spread of AI-powered support makes it harder for digitally excluded citizens to resolve snags with vital utilities. Citizens Advice estimates that at least 14 million UK citizens face this form of digital exclusion in England and Wales.
Two-tier support system emerges
The erosion of phone, face-to-face, and paper communication has created a two-tier system where some get better help than others. The charity concluded that chatbots often trap humans in endless loops where nothing gets resolved.
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