2 hrs ago
AI Chatbots Leave Bank and Utility Customers Seeking Humans
Many banks, energy companies and phone providers now use computer programs called chatbots to answer customers.
These programs can be useful for simple questions.
But they may struggle when a person has a complicated problem.
Citizens Advice says almost half of people who had to use a chatbot found it unhelpful.
Some people were sent around in circles and could not find a human to help.
This can be especially serious for people dealing with bills, housing support or debt.
People without reliable internet or suitable devices may face even longer delays.
Citizens Advice wants essential-service companies to guarantee a way to speak with a person.
The government says businesses must make their contact information clear and easy to access.
Citizens Advice is calling for essential-service providers to guarantee customers a right to speak with a human.
Almost half of people required to use a chatbot said it was unhelpful, while 44% experienced delays resolving their problem.
The charity estimates that 14 million people in the UK face some form of digital exclusion.
Correcting an energy bill can take less than an hour online but up to six weeks offline, according to Citizens Advice.
Only 20% of surveyed UK adults preferred chatbots, while stress, frustration, powerlessness and giving up were also reported.
- Who
- Citizens Advice, essential-service providers and customers affected by digital exclusion.
- What
- Citizens Advice is urging banks, energy companies, phone providers and internet firms to guarantee customers access to human assistance when chatbots cannot resolve problems.
- Where
- The issue concerns essential services in the United Kingdom.
- When
- The research was conducted among UK adults in July; the report’s publication date is not specified.
- Why
- Automated and digital-only systems can cause delays, stress and unresolved problems, particularly for people who lack reliable digital access.
Human access and consumer protection
Automation and digital service delivery
Role of chatbots
Human access and consumer protection
Citizens Advice says chatbots can become a blockade when they cannot handle complicated problems and do not provide a clear route to a person.
Automation and digital service delivery
The article acknowledges that chatbots have a role in customer service, particularly as providers increasingly use automated systems for customer queries.
Access to human support
Human access and consumer protection
Citizens Advice is calling for essential-service providers to guarantee customers a right to talk to a human, arguing that reduced telephone and face-to-face support can leave people unable to resolve problems.
Automation and digital service delivery
The government says businesses have a legal obligation to provide contact information in a clear and easily accessible way.
Digital-only services
Human access and consumer protection
Citizens Advice says online-only processes can disadvantage digitally excluded people and contribute to delays, stress, debt and other serious consequences.
Automation and digital service delivery
Businesses are continuing to use online systems and chatbots as part of a broader shift toward automated customer service, although the article does not state that providers reject human support.
Key facts
- Digital exclusion
- Citizens Advice estimates that at least 14 million people in the UK are affected.
- Chatbot experience
- Almost half of people who had to use a chatbot considered it unhelpful.
- Resolution delays
- 44% of people who struggled to reach a human experienced delays resolving their problem.
- Reported frustration
- 49% reported stress or frustration, and 27% felt powerless.
- Abandoned cases
- 14% gave up trying to resolve their problem.
- Energy-bill comparison
- Submitting a meter reading can take under an hour online, compared with up to six weeks offline.
- Preferred communication
- Only 20% of surveyed UK adults said chatbots were their preferred communication method.
- Households without computers
- Around 1.7 million UK households do not have a laptop, tablet or desktop computer.
Quotes
Tom MacInnes
Policy director at Citizens Advice
“Going round in circles with a chatbot isn’t just annoying, it can be a blockade to essential services.”
easterneye.biz
Sources
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