Centrica Faces Backlash Over 1,300 Job Cuts as Customer Challenges 90% Chatbot Preference Claim
Updated
Updated · The Guardian · Jul 27
Centrica Faces Backlash Over 1,300 Job Cuts as Customer Challenges 90% Chatbot Preference Claim
1 articles · Updated · The Guardian · Jul 27
Summary
Charles MacKinnon disputed Chris O’Shea’s claim that 90% of British Gas customers prefer digital channels, arguing the shift reflects barriers to reaching human staff rather than genuine preference.
A 20% drop in calls, he said, is unsurprising because customers struggle to find phone numbers, face multiple menu layers and are steered toward digital options while waiting on hold.
MacKinnon said companies including banks have steadily withdrawn face-to-face and human customer service, replacing it first with contact centres, then digital access to staff, and now bots.
The 1,300 job cuts at British Gas were framed by him as cost reduction enabled by technology, with savings kept by the company while customers bear the time and effort of dealing with chatbots.