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Company cancels jobs citing AI demand
Centrica, the parent company of British Gas, announced the elimination of 1,300 call center jobs due to customers' preference for digital channels and artificial intelligence, as more than 90% of customers favor dealing via digital means. The CEO explained that 800 jobs will be cut to implement AI tools, noting that most customers prefer digital support, despite surveys showing that the majority still prefer speaking with a human employee. It is estimated that AI can reduce the cost of customer interaction from $4.60 to $1.45 and handle between 76% and 92% of basic requests, primarily used for simple tasks within the company.
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