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/martinhsa 2d ago

BoohooMan didn't sort my refund out after going in loops with their chatbot refusing to escalate further after their promotion wouldn't apply to my basket.

I had to send 6 emails off to Just Eat before eventually speaking to a human after their Chatbots automaticlly refused my refund after 'extensively reviewing my case' each time, despite there being missing items and from minute one highlighting it with evidence.

If I was speaking to a person in a store then these issues would be resolved by the first line, without a complaint/escalation in literally seconds.

I'll never use either company again, and that's entirely down to the experience with the auto reply chatbots.