Citizens Advice, a UK-based charity that offers free, one-on-one help to millions of people in England and Wales, has called on essential service providers—like those in energy, banking, and telecommunications—to stop relying heavily on AI-powered chatbots for customer support. The charity’s research found that these automated systems often wasted users' time, caused stress, and delayed problem-solving for more than half of the people who used them. Many users described being stuck in endless loops where their issues were not resolved, and nearly half of those who used chatbots found them unhelpful. Some even felt the systems were designed to frustrate them into giving up. The charity highlighted how the increasing use of AI chatbots in customer service is making it harder for people who struggle with or have limited access to online tools to deal with essential services. This digital divide, which affects at least 14 million UK citizens, is exacerbated by the decline in traditional support methods like phone calls, in-person visits, and written communication. Citizens Advice found that those without reliable digital access often face long delays in resolving simple issues, such as correcting a wrong energy bill. While this can be done online in under an hour if systems are working, it can take up to six weeks offline, potentially putting people at further risk of harm. Tom MacInnes, a policy director at Citizens Advice, warned that the overreliance on chatbots and online forms is leaving people unable to resolve critical issues like billing disputes, debt management, or even access to homelessness prevention services. He emphasized that the removal of traditional communication channels leaves those without strong digital skills in serious difficulty. One adviser noted that people struggling with digital-only applications for support services often ended up homeless for longer, in danger, and in debt, with some saying it can "ruin a lot of people's lives." Despite the growing frustration with AI chatbots, only 20% of UK adults surveyed by Citizens Advice in July said they preferred using chatbots to communicate with companies. Most preferred phone calls, emails, or instant messaging. Other challenges related to digital exclusion include complex login processes, such as multifactor authentication, which can be difficult for some users. The charity’s research found that nearly half of those who struggled to speak to a human about their service issues felt stressed or frustrated, with some giving up entirely. The UK government has acknowledged the issue, investing £11.9 million in a digital inclusion fund to support local projects aimed at helping people get online. However, with around 1.7 million UK households lacking a computer, the challenge of bridging the digital divide remains significant.