Humans actually prefer talking to an AI than a support person, says gas giant as it cuts jobs

Centrica will cut 1,300 British Gas customer support roles over two years as it expands AI and digital service tools.

The company says 800 of the cuts are newly tied to AI adoption, alongside 500 previously announced job losses.

British Gas says fewer customers are calling and more are using digital channels first, reducing demand for call-centre staff.

The move highlights how automation is reshaping service jobs, even as many customers still want human help for complex issues.