UK public bodies overwhelmed by surge in AI-generated complaints
MPs, councils, schools and legal firms report rising volumes of chatbot-generated correspondence that are complex and time-consuming to process.
At a glance
- MPs, local authorities, schools and legal firms report receiving large volumes of AI-generated complaints and requests
- A caseworker said approximately half of emails received are now AI-generated
- Processing these messages is described as more complex and time-consuming than traditional correspondence
UK public institutions are experiencing a significant increase in artificial intelligence-generated complaints, requests and legal challenges, according to staff handling the correspondence. A senior caseworker at a Labour MP's office reported that roughly half of incoming emails now involve AI, describing the volume as having grown from a trickle in 2024 to an onslaught.
The surge is creating operational challenges across multiple sectors. Staff say the AI-generated messages are often complex and require substantial time to read and respond to, adding to workload pressures despite years of experience in handling public correspondence.
Why it matters
The trend reflects growing use of AI tools by the public to engage with institutions, creating operational strain on public services already managing high caseloads.
Original reporting
- The Guardian — Business‘AI clog’: UK public bodies battle onslaught of chatbot-generated complaints
- The Guardian — World‘AI clog’: UK public bodies battle onslaught of chatbot-generated complaints
This brief was written with AI assistance from the reports listed above and checked against our editorial policy. Spotted an error? Request a correction.
