English(EN) Like Banks who claim customers prefer on-line banking, having for years under-invested in branches & reducing staff to ensure time in branch was frustrating, no

British Gas 声称客户更喜欢聊天机器人，引发利润动机指控

作者 PulseAugur 编辑部 · [1 个来源] · 2026-07-23 20:13

Centrica 的首席执行官 Chris O'Shea 表示，British Gas 的客户更喜欢与 AI 聊天机器人而不是人工客服进行互动。这一说法受到了质疑，批评者认为这是一种通过增加联系人工客服的难度来降低运营成本和增加利润的策略。该公司的做法与那些减少实体分行数量和员工数量的银行如出一辙，导致了令人沮丧的客户体验。 AI

影响表明了公司优先考虑 AI 聊天机器人用于客户服务的趋势，可能会影响用户体验和可访问性。

排序理由评论文章，讨论关于 AI 采用的商业声明。

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Mastodon — fosstodon.org TIER_1 English(EN) · [email protected] · 2026-07-23 20:13

Like Banks who claim customers prefer on-line banking, having for years under-invested in branches & reducing staff to ensure time in branch was frustrating, no

Like Banks who claim customers prefer on-line banking, having for years under-invested in branches & reducing staff to ensure time in branch was frustrating, now Centrica's boss is claiming British Gas customers prefer ChatBots to interact with, while, of course, ensuring phone n…

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

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Like Banks who claim customers prefer on-line banking, having for years under-invested in branches & reducing staff to ensure time in branch was frustrating, no

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