‘Customers prefer AI chatbots,’ says British Gas owner as 1,300 call centre jobs axed
Summary
British Gas plans to cut 1,300 call centre jobs over two years as more customers use digital services and AI chatbots instead of phone calls. The company’s owner, Centrica, says this job reduction reflects customer habits rather than AI causing layoffs. Meanwhile, Centrica reported higher profits despite having fewer customers.Key Facts
- British Gas will cut 1,300 call centre jobs across six UK cities over two years.
- These cuts include 800 new reductions plus 500 already announced.
- Over 90% of British Gas customers now use digital channels first, like websites or apps.
- Customer phone calls have dropped by 20%, reflecting changing behavior.
- Centrica says AI tools help serve customers but are not the main reason for job cuts.
- British Gas had 7.45 million domestic customers at mid-year, down from 7.5 million.
- Despite fewer customers, Centrica’s retail profits rose from £338 million to £346 million in six months.
- British Gas will pay up to £112 million in compensation for issues related to prepayment meters during the Russian gas crisis.
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