Citizens Advice has issued a formal recommendation for essential service providers—including energy, banking, and telecommunications companies—to reduce their reliance on AI-powered chatbots. The charity argues that these automated systems frequently fail to resolve customer issues efficiently, leading to increased frustration and wasted time for users. According to their findings, more than half of individuals interacting with these AI tools reported that the technology hindered rather than helped their problem-solving process.

The organization emphasizes that the shift toward automation disproportionately affects vulnerable populations, particularly those who are digitally excluded. By prioritizing AI interfaces, companies are creating barriers that make it difficult for these individuals to manage essential services. Citizens Advice is advocating for a guaranteed 'right to talk to a human,' suggesting that while AI may have a role in customer service, it should not replace the accessibility of human support for complex or urgent matters. The report highlights that the charity handled over 2.7 million cases last year, providing a unique perspective on the real-world difficulties consumers face when automated systems fail to provide adequate assistance.