+ EDUCATION Abstract This scoping review directs attention to artificial intelligence–mediated informal language learning…± HEALTH Artificial intelligence (AI) is increasingly being integrated into healthcare systems and has the potential t…± HEALTH Objective This article helps neurologists understand modern approaches to diagnosing obstructive sleep apnea,…± CLIMATE Antifouling paints often contain biocides designed to inhibit biological growth, and antifouling paint partic…+ EDUCATION Generative artificial intelligence (GenAI) tools are an increasingly common resource used in the classroom an…+ HEALTH Objective Compare the effectiveness of machine learning algorithms and traditional logistic regression in pre…± HEALTH Objective Given the pivotal role of imaging in diagnosing urological cancers, artificial intelligence (AI) ha…+ HEALTH Background Traumatic cervical spinal cord injury (TCSCI) often causes severe neurological dysfunction. Accura…
TruaceTracing the truth around AIWednesday, August 5, 2026
Subscribe
Labor·P Space·Evidence-backed problem·Published 2026-07-24

‘Customers prefer AI chatbots,’ says British Gas owner as 1,300 call centre jobs axed

The owner of British Gas has claimed that most households would rather speak with an AI chatbot than deal with the company’s staff as it prepares to cut 1,300 jobs from its call centres. Centrica, the supplier’s FTSE 100 owner, plans to cut 800 jobs as the company carries out a “targeted deployment of AI tools”, on top of the 500 cuts it confirmed last month. The plan to reduce the supplier’s customer service teams in Glasgow, Edinburgh, Cardiff, Leicester, Stockport and Leeds by 14% is expected to take place ov…

TRV-2026-0553JournalismPermanent record — cite & verify
‘Customers prefer AI chatbots,’ says British Gas owner as 1,300 call centre jobs axed
The quick read

On 23 July 2026, The Guardian reported that Centrica, owner of British Gas, will cut 1,300 call centre jobs, including 800 new cuts linked to a 'targeted deployment of AI tools' across six UK cities over two years. CEO Chris O'Shea said over 90% of customers now use digital channels first and calls have fallen 20%, while unions warned hundreds of human jobs would go to chatbots.

The case matters because it links AI customer-service automation directly to large-scale displacement of frontline workers, even as retail profits rise. What remains uncertain is whether AI is the primary cause, as O'Shea attributes the cuts mainly to changing customer behaviour and says the firm expects to grow jobs around its digital interface.

Main points
  • Centrica plans to cut 800 additional call centre jobs through 'targeted deployment of AI tools', on top of 500 cuts confirmed last month, totaling 1,300 roles.
  • Reductions represent 14% of customer service teams in Glasgow, Edinburgh, Cardiff, Leicester, Stockport and Leeds over two years via unfilled resignations and redundancies.
  • CEO Chris O'Shea said over 90% of customers use digital channels first and calls fell 20%, while unions said investment would give 'hundreds of human jobs' to chatbots.
  • Retail division profits rose to 346m in first half from 338m a year earlier even as domestic customers fell to 7.45 million.
Problem

Centrica will eliminate 1,300 British Gas call centre jobs across six UK cities as it carries out targeted deployment of AI tools and chatbots.

The rundown

Centrica said the 14% reduction across Glasgow, Edinburgh, Cardiff, Leicester, Stockport and Leeds will occur over two years, with some posts left vacant after resignations and the remainder through redundancies, following 500 cuts confirmed last month.

The company reported retail profits of 346m in the first six months, up from 338m a year earlier, while British Gas domestic customers fell to 7.45 million from 7.5 million, and it faces up to 112m in compensation for force-fitted prepayment meters.

Sources

Reader signal

How should this claim be treated?

The debate