People still want a human touch amid public sector’s AI push – research

More than half of UK citizens would like to see greater human interaction when dealing with central government services, according to new research.

The study, conducted by the Contact Centre Management Association (CCMA) and Route 101, found that 52 percent of UK adults would prefer more human interaction from central government organisations, while 39 percent said the same of local councils.

The findings come as HMRC announced a new multi-year partnership with Capgemini, NiCE and Route 101 to modernise its customer experience operations through a unified cloud-based platform featuring AI-powered self-service, automation and digital engagement tools.

Together, the announcements highlight the challenge facing public sector organisations: delivering more efficient digital services while maintaining the trust, reassurance and accessibility that many citizens still expect from human interactions.

Human contact remains important for government services

While the research found that attitudes towards technology continue to improve, public services remain among the sectors where citizens place the greatest value on speaking to a person.

Overall, 68 percent of UK adults believe technology is making their lives easier, up from 58 percent in a similar survey conducted a year earlier. However, attitudes towards AI remain more divided, with around a third viewing its impact positively and a similar proportion viewing it negatively.

The report found that healthcare generated the strongest demand for human interaction, with 65 percent of respondents preferring more person-to-person contact. Central government ranked second, with 52 percent wanting more human interaction when accessing services. Local councils also scored highly, with 39 percent expressing a preference for greater human engagement.

Researchers concluded that while digital channels are becoming increasingly accepted, public services differ from many commercial sectors where consumers are more comfortable with self-service and automation.

Email for simple tasks, phone for complex problems

The research also revealed significant differences in how citizens want to interact with organisations depending on the nature of their enquiry.

For simple issues, such as changing account details or checking a delivery update, email was the most popular channel, preferred by 48 percent of respondents. However, when dealing with more complex enquiries, telephone contact became the preferred option for 55 percent of people. For urgent issues, phone usage rose further, with 68 percent selecting it as their preferred channel.

The findings suggest that while digital-first services can be effective for straightforward transactions, citizens still expect access to human support when issues become more complicated or time-sensitive.

The report also found that consumers are increasingly willing to share positive experiences publicly. More respondents said they had posted positive reviews online than negative ones, highlighting the growing link between customer experience and public reputation.

HMRC launches major AI-powered service overhaul

Against that backdrop, HMRC has signed a new agreement with Capgemini, NiCE and Route 101 to transform how millions of taxpayers access support.

The programme will replace legacy customer service infrastructure with a unified cloud-native platform based on NiCE’s CXone customer experience technology, hosted within a UK sovereign cloud environment.

HMRC said the new platform will support its shift towards a more digital-first operating model by expanding self-service capabilities, improving channel choice and using AI to help citizens access information and support more easily.

The department expects the system to deliver streamlined customer journeys, reduced waiting times and more personalised interactions, while enabling citizens to move seamlessly between channels depending on their needs.

For HMRC advisers, the platform will provide real-time information and AI-assisted guidance designed to improve query resolution and reduce errors.

Importantly, HMRC said support for digitally excluded users, vulnerable customers and those with more complex needs would remain a priority throughout the transformation.