British Gas owner Centrica's chief executive Chris O'Shea has said customers prefer interacting with AI chatbots rather than human agents, as the company pushes ahead with automation to cut costs.
Customer preference for AI
Speaking to the Guardian, O'Shea said: "Customers tell us they prefer the chatbot. They find it quicker and more convenient." He added that the technology has improved significantly, allowing the chatbot to handle a wider range of queries.
Centrica has been investing heavily in AI to reduce its reliance on call centres. The company reported that its chatbot now handles 40% of customer inquiries, up from 10% two years ago.
Cost savings and efficiency
The shift to AI has helped Centrica save £50m annually in customer service costs, according to O'Shea. He said the company plans to expand the use of AI further, aiming to automate 70% of customer interactions within three years.
However, the move has raised concerns about job losses. Unite the union has criticised the strategy, warning that it could lead to hundreds of redundancies at British Gas call centres.
