Empresa elimina 500 puestos de atención telefónica: afirma que sus clientes prefieren chatbots con IA

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

Centrica cuts 1,800 call centre roles (1,300 in July, 500 in June) replacing human support with AI chatbots after consumer preference data justified the move. The wave signals AI customer support ROI is undeniable for enterprises; expect regulatory scrutiny and union resistance, but the economics will accelerate adoption across platforms.