British Gas Boss Claims Customers Prefer AI Chatbots as 1,300 Call Centre Staff Axed
The owner of British Gas, Centrica, is cutting 1,300 call centre jobs, with CEO Chris O’Shea defending the decision by claiming that most customers prefer interacting with AI chatbots over human staff.
The Story
Analyzing sources…
Source Diversity
Source Diversity
Low (19/100)Sources
‘Customers prefer AI chatbots to humans’ says British Gas boss as 1,300 call centre staff axed
Chris O’Shea defends Centrica’s plans as it reports rise in retail profits despite falling customer numbers The owner of British Gas has claimed that most households would rather speak with an AI chatbot than deal with the company’s staff as it prepares to cut 1,300 jobs from its call centres. Centrica, the supplier’s FTSE 100 owner, plans to cut 800 call centre jobs as the energy company carries out a “targeted deployment of AI tools”, on top of the 500 job cuts from call centres it confirme...
By Jillian Ambrose Energy correspondent
Read full article →British Gas owner Centrica plans overhaul with 1,300 job cuts over two years
The changes will lead to an approximately 14% reduction in the company’s customer operations workforce.
By Anna Wise
Read full article →
