Citizens Advice has called on providers of essential services—including energy, banking, telecommunications and internet—to establish a guaranteed "right to talk to a human," after research revealed that artificial intelligence chatbots waste time, increase stress and slow problem resolution for more than half of those who use them.
The proliferation of AI-powered customer support systems for vital services is creating barriers for millions of people already struggling with digital access, according to the frontline charity, which delivered one-on-one assistance to more than 2.7 million individuals across England and Wales in the previous year.
Citizens Advice's investigation found that chatbots frequently trap users in unproductive cycles where issues remain unresolved. Nearly half of people forced to rely on chatbots rated them as unhelpful, with some describing the experience as deliberately designed to discourage them from seeking further help. The charity identified that digital exclusion affects at least 14 million UK residents, and the decline of telephone, in-person and paper-based support has created a two-tier system where some customers receive faster, more dependable assistance than others.
"Going round in circles with a chatbot isn't just annoying, it can be a blockade to essential services,"said Tom MacInnes, policy director at Citizens Advice.
"We've seen organisations' overreliance on chatbots and online forms leaving people unable to fix billing problems, sort out their debt or even access homelessness prevention services. There's a role for chatbots, but the quiet erosion of face-to-face and telephone services is letting too many people fall through the cracks."
The erosion of conventional communication channels means individuals without reliable digital access encounter serious obstacles when attempting to resolve routine issues. Citizens Advice discovered that submitting energy meter readings online to correct an incorrect bill can be completed in under an hour when systems function properly. Without adequate digital access, the same task can require up to six weeks through offline channels, exposing people to heightened risk of additional harm. In certain areas, applications for low-cost social tariff broadband—a programme specifically designed to combat digital exclusion—have become more difficult to access because they are available only through digital channels, the charity found after collecting evidence from its advisers and hundreds of case records.
One adviser documented that when individuals encountered barriers to digital-only applications for homelessness support, they remained
"homeless for longer … they're in danger … they're losing money … they get into debt,"and observed that
"It can ruin a lot of people's lives."
How widespread is frustration with AI customer support?
Public dissatisfaction with AI chatbots has grown noticeably. Online forums bearing titles such as "I'm so sick of AI Customer 'Support' Chat Bots" and "Has anyone ever actually had their problem solved by a company's chatbot?" contain numerous accounts of customer frustration, including reports of people repeatedly shouting "human!" at phone-based chatbots in attempts to bypass them.
A July survey commissioned by Citizens Advice found that only 20% of UK adults preferred chatbots as their communication method, while telephone calls, email and instant messaging were all favoured by larger proportions of respondents.
Research has raised additional concerns about chatbot reliability in critical contexts. Citizens Advice published guidance in August 2026 on effective digital support practices, emphasising that face-to-face services should complement rather than replace online options. A separate study by the Oxford Internet Institute found that AI chatbots designed to be friendlier tend to produce more inaccurate responses, raising concerns about their suitability for delivering reliable information on essential services.
What other barriers to digital access exist?
Beyond chatbots, other digital obstacles contribute to exclusion. Multifactor authentication, which demands rapid and precise manipulation of multiple devices simply to log in, and time restrictions on completing transactions, create additional friction for vulnerable users.
Among those who struggled or were unable to speak with a human representative to resolve issues with essential services, 49% experienced stress or frustration, 27% felt powerless, 44% encountered delays in reaching resolution and 14% abandoned their attempts to resolve the problem entirely.
What is the scale of digital exclusion in the UK?
Digital disadvantage remains a significant and persistent challenge across the country. Approximately 1.7 million UK households lack a laptop, tablet or desktop computer, limiting their ability to access online services. Citizens Advice has documented digital disadvantage and exclusion as a substantial barrier to accessing essential services.
The UK government has previously announced £11.9 million in funding for a digital inclusion innovation fund, supporting local initiatives to help people gain internet access. A government spokesperson stated:
"Businesses have a legal obligation to provide contact information in a manner which is clear and easily accessible."
What support does Citizens Advice itself provide?
Citizens Advice maintains a human chat option available on weekdays, and its advisers can be reached by telephone or through Relay UK for people who are deaf or unable to speak on the phone, demonstrating an alternative model to chatbot-only support.
Key Facts
- More than half of chatbot users reported wasted time, increased stress and delayed problem resolution
- Nearly 50% of people unable to reach a human representative experienced stress or frustration, while 14% gave up attempting to resolve their issue
- Digital exclusion affects at least 14 million UK residents, with 1.7 million households lacking basic computer access
- Only 20% of UK adults prefer chatbots, with phone calls, email and instant messaging rated as more desirable communication methods
- Citizens Advice assisted more than 2.7 million people across England and Wales in the previous year
