Stop relying on AI chatbots for customer care, UK banks and energy firms told

UK banks and energy firms have been told to stop relying on AI chatbots for customer care. This is because research has shown that these automated systems are causing problems for many users, wasting their time, causing stress, and delaying the resolution of issues. The Citizens Advice group is urging essential service providers to guarantee the "right to talk to a human" when seeking help with vital services. This change could improve customer experience and reduce frustration, which is particularly important for those who are already struggling with digital exclusion.

Why it matters

The call to stop relying on AI chatbots for customer care may not have a significant impact on the UK's essential services providers. The focus is on ensuring the 'right to talk to a human', which may not affect the overall market.

Market impact

Markets & countries in focus

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