Centrica, the owner of British Gas, has announced the elimination of 500 customer service telephone positions in the United Kingdom. The job cuts are part of a digital transformation process implemented by the company, which states that its customers prefer using artificial intelligence chatbots.
The plan involves the suppression of these roles as the company shifts its customer support operations toward AI-driven technology. The move highlights an ongoing corporate trend of replacing human-operated telephone support with automated chat systems based on artificial intelligence.
In-depth summary · AI, neutral