Citizens Advice urges UK banks and energy firms to guarantee human customer support

Citizens Advice has called on providers of essential services—including energy, banking, telephone and internet—to guarantee customers the “right to talk to a human” rather than relying solely on artificial‑intelligence chatbots. The charity’s request follows research indicating that more than half of users experience wasted time, increased stress and delayed problem resolution when forced to interact with automated systems, a trend that the frontline organization says is particularly detrimental to those already facing digital exclusion.

The research, conducted by Citizens Advice, which assisted over 2.7 million individuals with one‑to‑one support in England and Wales last year, highlights how the proliferation of AI‑driven customer‑care tools hampers millions of people trying to resolve issues with vital services. By urging service providers to maintain a human‑contact option, the charity aims to reduce barriers for vulnerable users and improve overall efficiency in handling service disruptions.