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English(EN) 'Customers prefer AI chatbots to humans' says British Gas boss as 1,300 call centre staff axed https://www.theguardian.com/business/2026/jul/23/customers-prefer

英国天然气母公司裁员1300人，称客户偏爱AI聊天机器人

作者 PulseAugur 编辑部 · [2 个来源] ·

英国天然气母公司Centrica计划裁减1300个呼叫中心职位，并将此归因于客户行为转向数字渠道和AI聊天机器人。首席执行官Chris O'Shea表示，目前超过90%的客户通过数字方式发起联系，导致通话量下降20%。虽然该公司预计将创造新的数字界面相关职位，但人力削减将在两年内通过职位空缺和裁员相结合的方式实现。此举恰逢Centrica报告零售利润增长，尽管其客户群略有下降。 AI

影响 此举标志着AI在客户服务领域日益普及的趋势，可能导致各行业传统呼叫中心职位的进一步流失。

排序理由 公司宣布因采用AI工具和客户行为改变而进行裁员。

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英国天然气母公司裁员1300人，称客户偏爱AI聊天机器人

报道来源 [2]

  1. The Guardian — AI TIER_1 English(EN) · Jillian Ambrose Energy correspondent ·

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

    <p>CEO Chris O’Shea defends Centrica’s plans as it reports rise in retail profits following focus on bigger margins</p><p>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…

  2. Mastodon — mastodon.social TIER_1 English(EN) · [email protected] ·

    'Customers prefer AI chatbots to humans' says British Gas boss as 1,300 call centre staff axed https://www.theguardian.com/business/2026/jul/23/customers-prefer

    'Customers prefer AI chatbots to humans' says British Gas boss as 1,300 call centre staff axed https://www.theguardian.com/business/2026/jul/23/customers-prefer-ai-chatbots-says-chris-oshea-british-gas-centrica-boss # AI # Business # Technology

    链接 theguardian.com/…/customers-prefer-ai-cha…

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