AI supported bots being used instead of customer service agents

Forum|Forum|12 hours ago
August 29, 2026
1 reply
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Is IF now using AI supported bots instead of agents in Chat?

Just witnessed a Live Chat with an “agent” After a while it became clear it was an AI assisted BOT. My wife asked “are you human” and the got the response “100% human” Asked to transfer to human supervisor.”Agent” said she didn’t have one. Asked for manager, same response. Asked for name of head of customer services “ID Mobile” was the response. Asked for a humans name “ID Mobile is the name. This was a query about “where is my order” which remained unresolved. No doubt this was a BOT and not a real person

Decembersangel72

Gold Contributor

Hi @DMAC

Unfortunately, Live Chat does initially connect you with a ‘chatbot’ and it can be extremely frustrating as you will usually end up going round and round in circles and not getting anywhere no matter how you word your question.

When you encounter this type of situation the best option is to NOT ask a question but only type ‘Talk to a person’ / ‘talk to a human’ / ‘talk to an agent’ (as examples) in the dialogue box to bypass the chatbot and this should then connect you to an actual human agent (typing ‘Talk to a person’ will connect you within iD Mobile Live Chat).
You also have to be aware that the agents handle a few conversations at any one time so there will be a delay in initially connecting with an available agent and also any replies to your query.

This is the world we now live in!

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