Citizens Advice urges UK service providers to guarantee the 'right to talk to a human'

Citizens Advice has called on UK energy, banking, phone and internet providers to stop relying on AI chatbots and guarantee customers the right to speak to a human. Research found 49% of users who could not reach a person felt stress, 44% faced delays and 14% gave up resolving their issue entirely.

• Nearly half of chatbot users found them unhelpful
• 49% felt stress, 44% saw delays, 14% gave up on their issue
• Digital exclusion affects at least 14 million UK citizens
• Fixing an energy bill offline can take up to six weeks