What is Commonwealth Bank of Australia doing with AI?

On the floor

1. Aug 21, 2025Pulled back
   Commonwealth Bank reverses 45 job cuts tied to an AI voice bot

   CBA had declared 45 customer service roles redundant, to be replaced by an AI voice bot announced in July 2025. The bank said the decision was an error, apologised and said the roles were not redundant.

   Information Age · Customer Service Representatives

Jobs affected

• Customer Service Representatives6h of 8h touched · 2.6 million workers · $45k · -5.3% by 2035Where AI or robots show up most: Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints (3h a shift, AI on its own)