AI chatbots are becoming increasingly common, with many companies deploying the technology to handle customer inquiries about problems, concerns, refunds, and replacements. However, interacting with these bots can often be more frustrating than productive. Consumer expert Holly Hamilton admitted on BBC morning television that she has little patience for the technology and has now revealed key phrases people can use to get through to a human being.
Frustration with Chatbots
Holly joined Morning Live remotely on Monday, May 11, to answer questions from viewers. One viewer, Lorna, had been waiting over 36 days for a refund for some items, with the only contact point being the company's AI chatbot. Holly candidly admitted: "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."
Key Phrases to Use
She recommended that people trying to reach a human use specific phrases repetitively and directly in the AI chatbot to break through. These include repeating:
- Am I speaking to a human?
- Speak to a human
- I want to complain
- Mentioning customer service
To increase your chances of contacting a human, use these phrases during office hours, Holly advised: "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."
Consumer Rights Remain
Holly urged people to remember that your consumer rights "don't just disappear" because you are talking to an AI instead of a human. Refunds should normally be issued within 14 days, so Lorna's situation is unreasonable. Holly advised: "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, your proof of postage or return tracking information, any screenshots of those conversations you had with the chatbots, and keep those organized. Then try to contact the company in writing."
Escalation Advice
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."
