Humans actually prefer talking to an AI than a support person, says gas giant as it cuts jobs
Centrica, owner of British Gas, is cutting 1,300 call centre jobs, and its chief executive says changing customer behaviour is the main reason. The company plans to remove 800 roles as part of a “targeted deployment of AI tools,” on top of the 500 cuts announced last month. Customer service teams in Glasgow, Edinburgh, Cardiff, Leicester, Stockport, and Leeds will be affected over the next two years.
- ▪Centrica, owner of British Gas, is cutting 1,300 call centre jobs, and its chief executive says changing customer behaviour is the main reason.
- ▪The company plans to remove 800 roles as part of a “targeted deployment of AI tools,” on top of the 500 cuts announced last month.
- ▪Customer service teams in Glasgow, Edinburgh, Cardiff, Leicester, Stockport, and Leeds will be affected over the next two years.
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Centrica, owner of British Gas, is cutting 1,300 call centre jobs, and its chief executive says changing customer behaviour is the main reason. The company plans to remove 800 roles as part of a “targeted deployment of AI tools,” on top of the 500 cuts announced last month. Customer service teams in Glasgow, Edinburgh, Cardiff, Leicester, Stockport, and Leeds will be affected over the next two years. Some positions will disappear when employees leave and are not replaced, while the remaining cuts will come through redundancies. Trade unions have warned that Centrica’s AI investment will hand hundreds of human jobs to chatbots.
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