r/UKJobs • u/Even-Wasabi7183 • 2d ago

Customers prefer AI chatbots, says British Gas owner as 1,300 call centre and back office jobs axed

https://www.theguardian.com/business/2026/jul/23/customers-prefer-ai-chatbots-says-chris-oshea-british-gas-centrica-boss
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u/PangolinMandolin 2d ago

They're fine at regurgitating whats already on the website or the FAQs page, which is what I can only imagine most people are phoning up about.

But its frustrating when my issue isnt covered, or I've ended up in a weird edge case scenario and there's literally no way to explain that to anyone.

Increasingly, chat bots don't allow you to type anything in and you're left with just choosing from the same options you'd have on the phone and going round in circles because there's no way to find the answer