CommBank Bids to Ease Customer Fears Over AI Adoption

Commonwealth Bank of Australia (CommBank) — one of the nation’s largest financial institutions — is taking deliberate steps to address and ease customer concerns around the adoption and use of artificial intelligence (AI) in banking. This move reflects broader sensitivity across the financial services sector as banks increasingly integrate advanced technologies into customer interactions and internal operations.

As part of this effort, CommBank has partnered with Melbourne Business School to launch an AI Attitudes Barometer — a longitudinal research initiative that aims to measure public perceptions, sentiments and expectations about AI in financial services. The initiative will track how Australians’ views evolve over time as AI becomes more embedded in everyday banking.

Understanding Customer Sentiment

Early findings from the initial survey of 5,109 Australian adults show a mixed but balanced view of AI in financial services:

• Many Australians recognise the benefits of AI, particularly where it can improve efficiency and safety.
• A significant number remain unsure or cautious, especially around risks associated with automation and algorithm-driven decision-making.
• Interestingly, the share of people who view AI as riskier than beneficial is lower in banking than in sectors like media, entertainment, healthcare and education — indicating nuanced perceptions depending on industry context.

CommBank’s chief behavioural scientist, Will Mailer, emphasised that the AI Attitudes Barometer will help the bank stay connected to “customers’ lived experiences” and support them responsibly as adoption grows.

Building Trust Through Transparency

To accompany the research effort, CommBank has also published a detailed report outlining how the bank is adopting AI — and how it is managing the associated risks. This transparency is designed to reassure customers and stakeholders about the bank’s approach to ethical and responsible AI.

Commonwealth Bank CEO Matt Comyn highlighted that stakeholders — including customers and regulators — are increasingly asking about the use of AI and how risks are being mitigated. In response, the bank’s report shares progress on key areas including:

• Using AI to strengthen fraud and scam protection
• Enhancing cybersecurity capabilities
• Improving customer experiences via automated insights and service enhancements
• Detecting and preventing transaction abuse through advanced analytics and pattern recognition

Comyn said the report and research initiative aim to shine a light on not just what the bank is doing with AI, but how and why — especially with respect to customer welfare and risk management.

Why This Matters

As banks around the world integrate more AI-driven tools — from customer service chatbots to fraud detection and risk analytics — there is growing public curiosity and concern about how these systems make decisions, protect privacy, and impact jobs or financial outcomes. CommBank’s move to measure sentiment and share its internal frameworks positions it as one of the more transparent players in the field.

In recent years, CommBank (and other major banks) have invested heavily in AI technologies for operational impact — for example, partnering with global AI leaders, embedding generative AI tools for personalised services, and using machine learning to improve fraud detection.

But alongside innovation comes responsibility: customers want assurances that AI will be used ethically, safely and with appropriate human oversight — and not simply as a cost-cutting or automation tool. CommBank’s AI Attitudes Barometer and public reporting are direct responses to those concerns.

Looking Ahead

CommBank’s work on this front is just beginning. The longitudinal nature of the AI Attitudes Barometer means the bank plans to revisit public sentiment regularly as technology evolves and customer experiences with AI expand. This ongoing feedback loop will inform how CommBank trains staff, shapes communications, and implements AI-based solutions going forward.

By combining data-driven research, transparent reporting and practical risk management frameworks, CommBank is aiming not only to deploy AI responsibly but also to build confidence and understanding among its millions of customers — an essential step for any financial institution navigating the complex sociotechnical landscape of AI era banking.

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