British Gas is slashing 1,300 call center jobs as customers increasingly favor digital tools like chatbots — with 90% opting for self-service and call volumes down 20%. CEO Chris OShea insists the shift reflects changing customer habits, not just AI, and says new digital roles are being created. Unions blame AI for job losses, but the company argues it’s about evolving customer behavior. Meanwhile, parent firm Centrica saw retail profits rise despite fewer domestic customers, focusing instead on boosting value from existing clients — a sign of how tech is reshaping customer service and business strategy.
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