Nearly 9 in 10 Consumers Struggle to Reach Real Staff Because of Chatbots

Many of us have experienced the frustration: you need help with a problem, you visit a company's website, and a chatbot appears instead of a real person. Now, new research shows just how widespread this frustration is.

The Dutch Consumer Association (Consumentenbond) surveyed over 10,000 people and found that nearly 90 percent believe chatbots — automated conversation systems powered by artificial intelligence — make it harder to reach an actual employee. A chatbot is essentially a computer program designed to answer basic questions and handle simple requests automatically, without human involvement.

The Consumer Association is taking a clear stance: companies should always give customers the option to speak with a real human being, either by phone or through chat. This isn't just about convenience — it's about fairness. For complex problems, complaints, or sensitive issues, talking to a real person often makes a difference. Automated systems can't always understand what you truly need or handle unusual situations well.

This growing concern reflects a broader tension in how businesses use AI. While chatbots can save companies money and handle many routine questions quickly, they shouldn't completely replace human contact. The message from consumers is clear: technology is fine, but not at the expense of actually being able to get real help when you need it.