Centrica cuts 1,300 call centre jobs as AI replaces human support, signaling broader automation wave

Centrica cuts 1,300 call centre jobs as AI replaces human support, signaling broader automation wave British Gas owner says customers prefer chatbots over people, raising questions about AI-driven labor displacement across industries including tech and crypto Share Add us on Google by Editorial Team Jul. 23, 2026 Centrica, the parent company of British Gas, is eliminating 1,300 call centre positions because, according to CEO Chris O’Shea, most customers would rather talk to a chatbot than a human being. The announcement, made on July 23, comes on top of 500 customer service roles already axed in June across various UK locations.

That’s 1,800 jobs gone in roughly two months, all in the name of automation and efficiency. The company reported rising retail profits despite falling customer numbers. Advertisement The economics of replacing humans with bots O’Shea’s defense of the cuts leans on consumer preference data suggesting households genuinely prefer AI interactions.

The GMB union has publicly criticized Centrica for displacing workers with automated solutions, framing the cuts as a profit-driven decision dressed up in customer-experience language. Why crypto and tech should pay attention Look at the crypto exchange landscape. Customer support has been a persistent pain point for platforms like Coinbase, Binance, and Kraken.

These companies already lean heavily on automated ticketing systems and AI-assisted responses. Interestingly, Centrica itself once dabbled in blockchain. Back in 2018, the company partnered with LO3 Energy to explore peer-to-peer energy trading on distributed ledger technology.

That initiative appears to have gone quiet. Blockchain got the exploratory pilot. AI got the budget and the headcount reduction.

The bigger picture for investors The GMB union’s pushback on Centrica’s automation strategy mirrors the broader societal debate about how quickly companies should be allowed to replace workers with AI. Regulatory responses to this trend, whether through taxation of automated systems, mandatory retraining programs, or restrictions on AI deployment, will shape the operating environment for every tech company, crypto-native or otherwise. Disclosure: This article was edited by Editorial Team.

For more information on how we create and review content, see our Editorial Policy. AI Centrica cuts 1,300 call centre jobs as AI replaces human support, signaling broader automation wave British Gas owner says customers prefer chatbots over people, raising questions about AI-driven labor displacement across industries including tech and crypto by Editorial Team Jul. 23, 2026 Share Add us on Google Centrica, the parent company of British Gas, is eliminating 1,300 call centre positions because, according to CEO Chris O’Shea, most customers would rather talk to a chatbot than a human being.

The announcement, made on July 23, comes on top of 500 customer service roles already axed in June across various UK locations. That’s 1,800 jobs gone in roughly two months, all in the name of automation and efficiency. The company reported rising retail profits despite falling customer numbers.

Advertisement The economics of replacing humans with bots O’Shea’s defense of the cuts leans on consumer preference data suggesting households genuinely prefer AI interactions. The GMB union has publicly criticized Centrica for displacing workers with automated solutions, framing the cuts as a profit-driven decision dressed up in customer-experience language. Why crypto and tech should pay attention Look at the crypto exchange landscape.

Customer support has been a persistent pain point for platforms like Coinbase, Binance, and Kraken. These companies already lean heavily on automated ticketing systems and AI-assisted responses. Interestingly, Centrica itself once dabbled in blockchain.

Back in 2018, the company partnered with LO3 Energy to explore peer-to-peer energy trading on distributed ledger technology. That initiative appears to have gone quiet. Blockchain got the exploratory pilot.

AI got the budget and the headcount reduction. The bigger picture for investors The GMB union’s pushback on Centrica’s automation strategy mirrors the broader societal debate about how quickly companies should be allowed to replace workers with AI. Regulatory responses to this trend, whether through taxation of automated systems, mandatory retraining programs, or restrictions on AI deployment, will shape the operating environment for every tech company, crypto-native or otherwise.

Disclosure: This article was edited by Editorial Team. For more information on how we create and review content, see our Editorial Policy.