CommBank Reverses AI Job Cuts After Backlash
Commonwealth Bank of Australia (CommBank) has backtracked on its controversial plan to replace 45 call centre roles with an AI-powered voice bot, after the technology failed to deliver on expectations. Initially, the bank claimed the bot would reduce call volumes and improve efficiency, but reports quickly emerged that it had the opposite effect. According to the Finance Sector Union, call volumes actually increased, forcing CommBank to offer overtime to staff and even direct team leaders to step in and answer customer calls.
This revelation contradicted the bank’s earlier statement that AI investment was making support faster and easier for customers. After mounting pressure, CommBank admitted that the job cuts were an error, conceding that it had not “adequately considered all relevant business considerations” when making the decision. The bank has since apologised and reinstated the affected employees, offering them the choice to remain in their roles, pursue redeployment, or exit the company.
The Finance Sector Union hailed the reversal as a major win, though it noted the emotional toll on the 45 employees who faced weeks of uncertainty. The incident has sparked broader questions about the role of AI in customer service, where human oversight remains critical despite rapid advances in technology.
Despite the setback, CommBank remains committed to its AI strategy. Just last week, it announced a multi-year partnership with OpenAI, granting staff access to ChatGPT Enterprise. The deal signals that while the bank may have stumbled in execution, it sees AI as a long-term pillar in reshaping customer and employee experiences.
