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English(EN) ‘Customers prefer AI chatbots,’ says British Gas owner as 1,300 call centre jobs axed | Centrica The owner of British Gas has claimed that most households would

英国天然气公司裁员1300人，归因于客户偏爱AI聊天机器人

作者 PulseAugur 编辑部 · [3 个来源] ·

英国天然气公司（British Gas）的母公司Centrica计划裁减1300个呼叫中心职位，并将此决定归因于客户行为向数字渠道和AI聊天机器人的转变。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，但人力岗位的减少预计将在两年内通过未填补的职位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增长的应用趋势，可能导致各行业传统呼叫中心岗位的进一步流失。

排序理由 公司宣布因采用AI工具和客户行为改变而裁员。

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英国天然气公司裁员1300人，归因于客户偏爱AI聊天机器人

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公司宣布因采用AI工具和客户行为改变而裁员。
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报道来源 [3]

  1. Mastodon — sigmoid.social TIER_1 English(EN) · [email protected] ·

    英国天然气公司（British Gas）母公司称“客户偏爱AI聊天机器人”，裁员1300个呼叫中心岗位 | Centrica

    ‘Customers prefer AI chatbots,’ says British Gas owner as 1,300 call centre jobs axed | Centrica The owner of British Gas has claimed that most households would rather speak with an AI chatbot than… # NewsBeep # News # Artificialintelligence # AI # ArtificialIntelligence # AU # A…

    链接 newsbeep.com/…/819711
  2. The Guardian — AI TIER_1 English(EN) · Jillian Ambrose Energy correspondent ·

    英国天然气公司老板称“客户偏爱AI聊天机器人”，裁员1300个呼叫中心岗位

    <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…

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

    英国天然气公司老板称“客户更喜欢AI聊天机器人而非真人”，1300名呼叫中心员工被裁

    '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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