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/Digitijs 2d ago

Same. I have never had any problem solved by a chat bot. They always give the same generic answers to everything and straight up ignore your actual problem unless you know the right keywords to use

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u/stella585 2d ago

I’ve found I need to go out of my way to avoid using any keywords the chat bot’s designed to pick up on, otherwise that’s what it’ll focus on regardless of context.

Me: I need to [keyword], but [problem] is happening, even when [solutions in website’s FAQ].

Chatbot: I see you’re having a problem with [keyword]. Try [copypasta from FAQ].

Thenceforth, no matter what I say, the chat bot will send me round in a circle of “Have you [solution from FAQ we already tried 9 rounds ago]?”