{
  "id": 9098145,
  "title": "Stop relying on AI chatbots for customer care, UK banks and energy firms told",
  "url": "https://urgent.news/2026/09/21/stop-relying-on-ai-chatbots-for-customer-care-uk-banks-and-energy",
  "topic": "ai",
  "section": "AI",
  "published": "2026-09-21T16:35:31.000Z",
  "source": {
    "name": "Guardian Business",
    "slug": "guardian-business",
    "url": "https://www.theguardian.com/technology/2026/sep/21/stop-relying-on-chatbots-for-customer-care-uk-service-providers-urged"
  },
  "original_language": "en",
  "account": null,
  "summary": "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 research found they wasted time, caused stress and delayed problem solving for more than half of users.…",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 2,
    "also_reported_by": [
      {
        "outlet": "Guardian Technology",
        "title": "Stop relying on chatbots for customer care, UK service providers urged",
        "url": "https://urgent.news/2026/09/21/stop-relying-on-chatbots-for-customer-care-uk-service-providers-urged",
        "published": "2026-09-21T16:35:31.000Z"
      }
    ]
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}