Citizens Advice has urged essential service providers—energy, banking, phone and internet companies—to stop relying on AI chatbots and guarantee customers a "right to talk to a human". Research by the charity found that chatbots waste time, cause stress and delay problem solving for more than half of users, with nearly half of those surveyed finding them unhelpful. The expansion of chatbot-only customer support is particularly harmful for the estimated 14 million digitally excluded UK citizens who struggle to access online services. The erosion of traditional communication channels has created a two-tier support system where vulnerable people face serious difficulties resolving basic problems.

The charity found stark disparities in resolution times: submitting energy meter readings to correct a wrong bill takes less than an hour online but can take six weeks offline, leaving people "at risk of further harm". In some areas, applications for discounted broadband—intended to reduce digital exclusion—are only available digitally, creating additional barriers. Among those unable to reach a human, 49% reported stress or frustration, 27% felt powerless, 44% experienced delays to resolution, and 14% gave up entirely. Only 20% of UK adults surveyed prefer chatbots, with phone calls, email and instant messaging all preferred as alternatives.