politics

British Gas CEO claims customers favor AI chatbots over human staff amid job cuts

23 Temmuz 2026The Guardian

Chris O’Shea, the CEO of Centrica, has stated that many customers prefer interacting with AI chatbots over human representatives, as the company announces plans to cut 1,300 call centre jobs. This decision comes despite a decline in customer numbers, with Centrica reporting an increase in retail profits.
The job cuts include 800 positions as part of a strategy to implement AI tools more extensively within their operations.
Centrica's decision to reduce its workforce aligns with the increasing adoption of AI technologies across various sectors, particularly in customer service. The energy sector, facing competitive pressures and changing consumer preferences, is leveraging AI to enhance efficiency and reduce costs.
The shift towards AI in customer service reflects a broader trend in the industry where efficiency and cost-cutting measures are prioritized over human interaction. While the reported preference for chatbots may suggest a growing acceptance of technology, it raises concerns about the quality of customer service and…

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