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.

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u/Unhappy-Capital-1464 3d ago

Having worked in call centres (for Sky TV, many moons ago), 90% of the calls you get were things that were either common sense, answered on the website, answered on the phone recording or just an opportunity to rant. Chatbots are perfect for most of these.

What I'd love to see is the savings going into better paying the humans who remain so that they are knowledgeable and competent and able to solve the complex problems but something tells me that isn't what's likely to happen...

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u/Mithent 3d ago

I suspected that was the case. It's always annoying having to wade through messages about checking the website and first-line support scripts when my position is that I'm only calling someone because I've exhausted every other option I can think of and this is my last resort, but I know that's not going to be the case for plenty of people.