- British Gas owner Centrica plans to cut 1,300 call centre jobs, including 800 due to AI deployment.
- CEO Chris O'Shea claims customers prefer AI chatbots over human staff, citing 90% digital channel usage and a 20% drop in calls.
- Retail profits rose to £346m despite a decline in customer numbers to 7.45 million.
- British Gas expects to pay up to £112m in compensation for force-fitting prepayment meters.