Citizens Advice is urging UK service providers to ensure customers have the right to speak to a human instead of relying solely on chatbots for assistance. Research indicates that over half of users find chatbots unhelpful, leading to wasted time and increased stress. This reliance on AI systems is particularly detrimental for the digitally excluded, who struggle to resolve issues with essential services like energy and banking.
The charity highlights that the shift towards digital-only support has created a two-tier system, leaving millions vulnerable. For instance, submitting energy meter readings online can take minutes, while those without digital access may face delays of up to six weeks. This disparity can lead to serious consequences, including financial hardship and prolonged homelessness for those unable to navigate digital applications.
As frustrations with AI customer service grow, many users are turning to online forums to share their negative experiences. A significant majority of UK adults prefer traditional communication methods, such as phone calls and emails, over chatbots. Citizens Advice’s findings reveal that nearly half of those who struggled to reach a human felt stressed or frustrated, with many giving up on resolving their issues altogether.
The government has acknowledged the importance of digital inclusion, investing in initiatives to help those lacking access to technology. However, the call for a guaranteed right to human interaction in customer service highlights the urgent need for service providers to reassess their reliance on AI and ensure that all customers receive the support they need.
Source: The Guardian
