Citizens Advice has urged banks, energy companies and other essential service providers to restrict their use of AI chatbots and guarantee customers the ability to speak with a human agent.
Research commissioned by the frontline charity found that for more than half of users, automated systems wasted time, increased stress and delayed resolution of problems. The charity says the growing deployment of AI-powered support for services such as energy, banking, phone and internet is making it harder for millions of people who are already digitally excluded to resolve issues.
The organisation, which provided more than 2.7 million one-on-one pieces of assistance in England and Wales last year, said firms must maintain accessible routes to human help alongside automated services. Citizens Advice described the change in customer-service models as a barrier for those who struggle with digital channels or need bespoke assistance.
The call comes as companies across sectors expand the use of chatbots and other automated tools to handle enquiries. Citizens Advice is urging essential service providers to ensure customers are not forced into automated-only support and to preserve a clear, reliable option to speak to a person when needed.
The charity's appeal highlights concerns about the real-world effects of automation on vulnerable and digitally excluded consumers and presses firms to balance efficiency gains with accessibility and timely problem resolution.