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No, Centrica, customers don’t prefer bots to humans | Letter
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Guardian Business
No, Centrica, customers don’t prefer bots to humans | Letter
Charles MacKinnon disagrees with the British Gas owner’s justification for cutting 1,300 jobs
According to Centrica’s boss, Chris O’Shea, most people using British Gas prefer to talk to a chatbot rather than a person (Customers prefer AI chatbots, says British Gas owner as 1,300 call centre and back office jobs axed, 23 July).
He says that 90% of his customers prefer to use digital channels than speak to a person in …
27 Jul, 16:47
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