British Gas owner Centrica announced plans to cut about 1,300 jobs over two years, including 800 more roles in its customer operations on top of 500 cuts already disclosed. The reductions reflect a shift in customer behaviour toward digital self-service, with around 90 percent of interactions now via digital channels and a roughly 14 percent cut to the customer operations workforce. The company said the restructuring is part of a technology-led transformation aimed at efficiency and long-term growth, while emphasizing ongoing investment in engineers and apprentices. Centrica has argued that these role reductions are not about replacing human workers with AI, despite union concerns, and noted that vulnerable customers will still receive support. The announcements came alongside updates showing lower half-year earnings and ongoing volatility in energy markets, which Centrica has said justify continuing transformation. Union groups, such as the GMB, have criticized the plan, stating staff are being replaced by automation, while Centrica maintains the change is driven by consumer behaviour, not AI.