British Gas Owner to Cut 1,300 Call Centre Jobs, Favors AI Chatbots

Centrica, the FTSE 100 owner of British Gas, announced a rise in retail profits as it pursues higher margin growth, while CEO Chris O’Shea defended a planned restructuring that will see 1,300 call‑centre staff cut. The company said the move is part of a “targeted deployment of AI tools” designed to streamline customer interactions, noting that many households now prefer to use an AI chatbot over speaking with a human representative.

O’Shea explained that the new strategy will cut 800 jobs in the call centre and add to the 500 positions already announced for removal last month. The company’s focus on bigger margins is reflected in the improved retail earnings, which have driven the decision to invest in automation and reduce operational costs. Despite the workforce reductions, Centrica maintains that the changes will support long‑term profitability and enhance customer service efficiency.