Citizens Advice Urges UK Service Providers to End Overreliance on Chatbots

Citizens Advice has issued a strong call for UK essential service providers to guarantee customers the right to speak with a human, citing significant harm caused by the overreliance on AI chatbots. Research from the charity indicates that these automated systems often create 'endless loops' that delay problem resolution, increase user stress, and disproportionately affect the 14 million UK citizens experiencing digital exclusion. With only 20% of adults preferring chatbot interactions, the report highlights how the erosion of traditional phone and face-to-face support creates a two-tier system, leaving vulnerable individuals struggling with debt, billing, and access to critical services. The charity warns that while AI has a place in customer service, it should not act as a blockade to essential support. The UK government maintains that businesses have a legal obligation to provide clear and accessible contact methods for all consumers.