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‘Customers prefer AI chatbots,’ says British Gas owner as 1,300 call centre jobs axed

‘Customers prefer AI chatbots,’ says British Gas owner as 1,300 call centre jobs axed

The Guardian Business· 10h ago· 2 min read

CEO Chris O’Shea defends Centrica’s plans as it reports rise in retail profits following focus on bigger margins 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”, on top of the 500 cuts it confirmed last month. Continue reading...

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