AI use fuels frustration as Hong Kong customer service complaints top 2025 total

Hong Kong customer service complaints hit a record high in the first nine months of 2025, surpassing the total number of complaints from the entire previous year, according to the Consumer Council. The surge in dissatisfaction is largely attributed to companies' excessive reliance on artificial intelligence (AI) systems for customer support. The council received 3,078 complaints about traders' customer service between January and September, compared to 2,715 complaints for the whole of 2025 and 2,173 complaints in 2024.

Common issues highlighted by consumers include the inability to contact customer service staff, poor customer service courtesy, and slow response times. The council's report states that many of these complaints reflect a significant gap between the quality of customer service provided by traders and consumers' expectations, leading to ongoing disputes.

AI-powered systems have failed to deliver adequate help in numerous cases. One customer was unable to change the date of a HK$400 (US$51) event ticket due to a No 8 typhoon signal. The company's AI customer service system was unable to process the request, and attempts to reach a human representative through the online chat service and phone calls to the hotline were unsuccessful.

In another instance, a consumer discovered that his new broadband contract was more expensive than expected. After calling the sales representative, he received no answer and was further frustrated when the customer service hotline staff informed him that only the salesperson could amend the contract and promised to arrange a callback. The representative never followed through, and the case was eventually resolved with a refund after the council intervened.

The council advises consumers to request human customer service representatives or contact traders through alternative channels if AI systems cannot provide appropriate assistance.