The right to speak to a human
Automation can make routine services faster and cheaper. When the system controls access to money, energy, housing or public help, however, the route to a person cannot become a privilege.
13 September 2026 · 13 min read
Customer service has acquired a peculiar new role in British life. It is no longer simply the department that deals with a late delivery or changes an address. For millions of people, it is the point at which they try to restore access to a bank account, correct an energy bill, report fraud, prevent an eviction, cancel an unaffordable contract or explain that a relative has died.
Continue reading
Create a free account and read any two full articles, plus the weekly briefing. Membership opens everything, including the member discussion.
Discussion (0)
Join free or sign in to take part. Commenting is a membership benefit.