UK URGED TO GUARANTEE RIGHT TO HUMAN CUSTOMER SERVICE

The consumer organization's recommendation targets essential service providers including energy companies, banks, and internet providers. According to Citizens Advice research, AI-powered customer service systems create frustration and stress while failing to resolve issues efficiently. More than 50% of users reported negative experiences with chatbots when seeking help with vital services. The organization is pushing for a statutory "right to talk to a human" for customers of essential services. This would require providers to offer direct access to human support staff as an alternative to automated systems. The push reflects growing concerns about over-automation in critical sectors where customer issues often require nuanced problem-solving. Service providers have increasingly deployed chatbots to reduce operational costs, but Citizens Advice argues this approach prioritizes efficiency over customer outcomes. The recommendation comes amid broader scrutiny of AI implementation in public-facing services across the UK.