AI supported bots being used instead of customer service agents

Forum|Forum|23 days ago
August 29, 2026
3 replies
44 views

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

Best answer by Gemma M

Hi @DMAC,

Thank you for coming back and sharing that feedback.

I'm sorry to hear about your experience. To reassure you, we do have real people handling our Live Chat service.

The chat does initially start with a virtual assistant, which is designed to help with common queries and route customers to the correct team. However, if you request "Customer Service" or ask to speak to an advisor, you should be transferred through to a member of our team.

I appreciate that, from your experience, it didn't feel like you were speaking to a person, particularly if the responses didn't address your concerns or if you had difficulty getting the chat escalated. I can understand why that would be frustrating, especially after spending so much time trying to get help.

We're sorry for the inconvenience caused and appreciate you taking the time to share your feedback about the process.

Regards,

Gemma M

The iD Mobile Social Media Team

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!

x

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

D

DMACAuthor

New Contributor

Hi thank you for response.Please be aware this conversation was AFTER I had asked to speak with an agent. The chat read like it was from an agent and it took me almost 40 mins to realise. Thats when I started to question. It was definitely not a live person. Refused to pass to supervisor and claimed there was no head of customer service. BOTs definitely being used as “ agents”

Gemma MAnswer

iD Mobile Employee