The BBC expert explained what your options are when a company’s only contact method is an AI chatbot
Holly recognised how frustrating chatbots can be(Image: BBC)
AI chatbots have become increasingly prevalent, with many businesses using the technology to handle customer queries, complaints and process refunds or replacements. Yet engaging with these automated systems can prove more exasperating than helpful at times.
Consumer expert Holly Hamilton confessed on BBC daytime TV that she possesses limited tolerance for the technology. She made the admission as she shared phrases that could enable people to reach a human being rather than endlessly talking to a bot.
Holly appeared on BBC’s Morning Live via remote link on Monday, May 11 to address questions submitted by viewers. One viewer, Lorna, had been awaiting a refund for purchased items for more than 36 days, with the company’s AI chatbot serving as her sole point of contact.
Holly frankly acknowledged: “I have talked about chatbots on the show before. I am not a fan of them – they bring out the worst of me. It kind of creates a wall between you and actually speaking to a human being.”
She advised that people attempting to reach a human representative should employ specific phrases within the AI chatbot repeatedly and clearly. She said this may assist in breaking through the automated barrier.
This can include repeating:
- Am I speaking to a human?
- Speak to a human
- I want to complain
- Mentioning customer service
To boost your likelihood of reaching a human representative, try using these specific phrases within the chatbot while contacting during business hours. Holly pointed out: “Think about it – if you’re trying to do this at nine o’clock at night, it’s very unlikely that you will actually have a real advisor standing by.”
She reminded consumers that their statutory rights “don’t just disappear” simply because they’re communicating with artificial intelligence rather than a person. Therefore, the consumer protection laws stipulating that refunds ought to typically be processed within 14 days remain applicable to Lorna’s circumstances.
Holly recommended: “Waiting for more than a month as Lorna has, that is not reasonable. The first thing that we should do here is gather your evidence.
“Get your proof of purchase, get your proof of postage or return the tracking information, any screenshots of those conversations that you had with the chatbots and get those sort away as well. Then try to contact the company writing.”
She added later in the programme: “The important thing I would say is just don’t keep endlessly messaging these chatbots, because you will only antagonise yourself here. Escalate it, keep records and use your bank if you need to.”
