‘Slightly unnerving’: Greene King enlists AI to answer pub phones

Greene King is implementing AI assistants, named "Charlie," to answer phones at select pubs as part of efforts to enhance efficiency amid rising operational costs in the hospitality sector. This move comes as the industry faces challenges from tax increases and new labor laws. While some patrons find the use of AI unsettling, others see it as a way to allow staff to focus on in-person customer service. Greene King is also planning to sell 150 pubs and restructure its operations in response to changing consumer habits and economic pressures.