One signal

Citizens Advice is urging energy, banking, phone and internet providers to guarantee customers the right to speak to a person, after research found AI-powered customer-care systems wasted time, caused stress or delayed problem-solving for more than half of users.

Why it matters

The Guardian reports that the charity says chatbots are making it harder for millions of people, particularly those already digitally excluded, to resolve problems with vital services. Its practical recommendation is straightforward: providers should offer a human route rather than making customers battle an automated maze before reaching help. This is a useful reminder that deploying AI in customer service is not merely a design choice. When the service concerns money, energy or connectivity, a failed chatbot can become a barrier to access. Should essential providers be required to offer a human option from the start, rather than only after automation has failed?

Discuss: Should essential service providers be required to offer a human option from the start, rather than only after automation has failed?

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