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British Gas axes 1,300 call centre staff - because customers ‘prefer chatbots’
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2
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Limited spectrum
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The Guardian
‘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 jobs as the company carries out a “targeted deployment of AI tools”…
23 Jul, 16:45
Centre
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Right
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Express World
British Gas axes 1,300 call centre staff - because customers ‘prefer chatbots’
CEO Chris O'Shea suggested customer behaviour is driving the change
24 Jul, 08:18