Citizens Advice has called on essential service providers in the United Kingdom, including banks and energy companies, to reconsider their growing reliance on AI-powered chatbots for customer support. The charity’s research, based on frontline experience assisting more than 2.7 million people last year, found that these automated systems frequently hinder rather than help customers, particularly those facing digital exclusion.
The organization reported that over half of chatbot users experienced wasted time, increased stress, and delays in resolving issues. Nearly half of those who had contact with chatbots found them unhelpful, with some suggesting that the systems appeared designed to discourage persistence. Citizens Advice described cases where customers became caught in repetitive loops, unable to progress or receive meaningful assistance.
The shift toward digital-only communication has created barriers for an estimated 14 million UK residents who lack sufficient online access or digital skills. The charity noted that the reduction in face-to-face, telephone, and paper-based support has effectively established a two-tier system, disadvantaging vulnerable groups. Tom MacInnes, policy director at Citizens Advice, emphasized that overdependence on chatbots and online forms has at times prevented people from resolving critical issues such as billing disputes, debt management, and accessing homelessness prevention services.
The charity highlighted specific examples illustrating the impact of digital exclusion. For instance, submitting energy meter readings to correct inaccurate bills can take under an hour when done online, but as long as six weeks through offline channels. Similarly, digital-only applications for discounted social tariff broadband and homelessness support have complicated access for some individuals, sometimes exacerbating financial hardship and prolonging housing insecurity.
Public frustration with AI customer service tools is reflected in widespread online complaints, with many users expressing dissatisfaction or difficulty in bypassing automated systems to reach human operators. A July survey commissioned by Citizens Advice found only 20% of UK adults preferred communicating via chatbots, with traditional methods such as phone calls, email, and instant messaging rated higher.
Challenges related to digital exclusion extend beyond chatbots and include issues like multifactor authentication, which can be cumbersome for some users, and strict time limits for completing transactions. Among those unable to speak to a human representative, 49% reported feelings of stress or frustration, 27% felt powerless, 44% encountered delays, and 14% abandoned their attempts to resolve problems altogether.
In response to concerns about digital exclusion, the UK government has pledged £11.9 million toward a digital inclusion innovation fund aimed at supporting local initiatives that help people get online. According to government statistics, approximately 1.7 million UK households lack access to a computer or tablet. A government spokesperson reiterated that businesses are legally required to provide clear and accessible contact information for customers seeking help.