Stop relying on AI chatbots for customer care, UK banks and energy firms told
Published
What's this about?
Citizens Advice says providers of essential services such as energy, banking, phone and internet should guarantee the ‘right to talk to a human’ Stop relying on AI chatbots for customer care and guarantee the “right to talk to a human”, Citizens Advice has urged essential service providers, as resea
The one-panel cartoon
Read the cartoon's script
Caption: The customer's phone vibrates; another automated message from the bank.
Read the full 3-panel strip
Based on the original story on theguardian.com.
Editor's note
This editorial note emphasizes the importance of maintaining human interaction in customer care, especially for essential services like banking and energy, where a human touch is crucial for trust and understanding. Ensuring customers can talk to a human guarantees better service and builds stronger, more reliable customer relationships.
Rate this comic
Read the script
Panel 1
ROBIN: Hey, Alex! Found an island, no humans, perfect place for my new chatbot company!
ALEX: Hey, Robin. Not sure if you should go for the chatbot route. Maybe humans are good for something after all.
SAM: Humans always have a human touch. Remember the time you accidentally locked your kid in the car? Alex, you’re on your own!
Panel 2
ROBIN: I’ve perfected my chatbot, it’s amazing! No more humans to waste time on!
ALEX: I bet you had to explain the difference between a debit and credit card a few times already.
SAM: That’s why you should always have a second human line ready for emergencies, Robin. Like what if they ask how to feed the robot?
Panel 3
Robinson Crusoe Island, Alex, Sam, and Robin are standing on a hill, looking at the vast ocean
ROBIN: I’ve got this! My customers will love my chatbot so much, they’ll build me a giant thank you note!
ALEX: I hope you’ve also got a way to help them if they get lost or need a drink of water on the island. A chatbot can’t do that.
SAM: But a chatbot doesn’t need water or need to be lost. And it’s cheaper. We should be using that time and money to help customers directly, not waste it on a robot.
ROBIN: Okay, next island I’ll find. And next island, I’ll use the chatbot to find it!
Comments