Centrica is reducing its workforce by 1,300 employees over two years as part of a digital transformation. The company attributes these cuts primarily to a shift in customer behavior towards digital channels, not AI. While unions express concern about AI replacing jobs, Centrica's CEO states that changing customer preferences are the main driver. The company plans to increase roles focused on digital services while scaling back phone-based positions. This announcement coincides with increased profits in Centrica's retail division.
London, England
https://www.ibtimes.co.uk/british-gas-owners-ai-drive-leaves-1300-call-centre-workers-without-jobs-1810750