A consumer expert has revealed simple phrases shoppers can use to bypass frustrating AI chatbots and speak directly to a human adviser, as complaints about delayed refunds and poor customer service continue to rise. Appearing on BBC Morning Live recently, consumer journalist Holly Hamilton said she has little patience for automated systems, warning they can create a barrier between customers and meaningful support.
Holly Hamilton's advice on chatbots
Hamilton acknowledged the frustration, saying chatbots can feel like 'a wall' preventing customers from speaking directly to a person. “I have talked about chatbots on the show before. I am not a fan of them - they bring out the worst of me,” she said. “It kind of creates a wall between you and actually speaking to a human being.” AI chatbots are now widely used by businesses to handle customer queries, refunds and complaints. However, many users report difficulty in resolving more complex issues through automated systems alone.
Phrases to bypass chatbots
Hamilton's comments came in response to a viewer who had been waiting more than 36 days for a refund, with only a chatbot available for contact. To improve the chances of getting through to a real person, she recommended using clear, direct phrases repeatedly within the chat. Suggested phrases include:
- Am I speaking to a human?
- Speak to a human
- I want to complain
- Customer service
She also advised timing requests carefully. “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 explained, suggesting customers try during standard office hours instead.
Consumer rights still apply
Despite the growing use of AI, Hamilton stressed that consumer rights still apply. Refunds should typically be issued within 14 days, and long delays are not acceptable. “Waiting for more than a month as Lorna has, that is not reasonable,” she said. “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 in writing.”
What to do if you are stuck with a chatbot
She also warned against repeatedly engaging with chatbots without progress. “The important thing I would say is just don't keep endlessly messaging these chatbots, because you will only antagonise yourself here,” she added. Instead, she advised consumers to escalate complaints, keep clear records and if necessary, seek support through their bank or payment provider to recover funds.
