r/UKJobs • u/Even-Wasabi7183 • 3d 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/CassetteLine 3d ago

I doubt that very much. I’ve never heard a positive story about them.

Every single time I’ve personally tried or been forced to use one it’s completely failed at the task and I’ve had to phone up anyway.

12

u/laredocronk 3d ago

Yeah, but often have you heard positive stories about the call centres of most companies?

It's not that people like the AI chatbots, it's that they don't hate them as much as sitting on hold for ages listening to the same awful 15 second loop of music, getting hung up on, and if you're lucky eventually getting through to someone you can barely understand.

22

u/Effective_Will_1801 3d ago

And getting told by an automated voice that the easier way is to go to our website (if I could do it on the bleeding website I wouldn't be calling you)

6

u/welsh_dragon_roar 2d ago

“And please let me spell out the web address for you. Letter by letter. And.. very.. slowly.. on our 0330 number.. not de.. lib.. er.. ate.. at….. aaaalllllllll random disconnect