An investigator writes that a human-written grievance at least gets to the heart of the issue immediately. Plus letters from Dexter Jandoo and Pete Bibby
Re your article (‘AI clog’: UK public bodies battle onslaught of chatbot-generated complaints, 8 November), I’m a complaint investigator for a housing association. I’ve worked here for nine years, and the scope of my job has completely changed within a few months. I am well-versed in policy and legislation, and I love my job, but it can be unbearable sifting through hundreds of pages of extremely wordy complaints.
You only need to look at the awful case of Awaab Ishak to know how important it is that a housing provider’s complaints process is accessible to tenants, but AI-generated complaints don’t help with this. Sending a complaint can be intimidating and time-consuming, and using AI can give someone confidence, but when we speak to customers in person or over the phone, and reference the same technical language that’s in their AI-generated complaint letter, they often don’t understand what we are saying.