Stop Relying on Chatbots for Customer Care, UK Service Providers Urged The latest research from Citizens Advice has shed light on a critical issue that's been quietly exacerbating digital exclusion in the UK: the over reliance on AI powered chatbots for customer care.
The charity's investigation uncovered a disturbing trend: nearly 60% of users who had to interact with chatbots found them unhelpful, with some even accusing the systems of being rigged against them.
These aren't just minor annoyances; they're significant barriers to accessing vital services like energy, banking, and internet.