Commonwealth Bank Reverses Plan to Replace 45 Call Centre Roles with AI

At AusNewsLanka, we aim to keep the Australian community informed with timely updates.

Commonwealth Bank has backtracked on its plan to cut 45 call centre jobs to make way for an AI chatbot.

Just last month, the bank – which reported a massive $10.25 billion annual profit – announced dozens of roles would be axed, saying the technology would make customer service “easier and faster.”

But after pushback from the Finance Sector Union (FSU) and a dispute heard by the Fair Work Commission, CBA has now reversed course. Staff who were facing the chop will instead be given the option to stay in their roles, look for another position within the bank, or take voluntary redundancy.

The union says the damage has already been done, with workers left hanging for weeks about their future.

“This is a massive win for workers, proving what can be achieved when members stand together – but let’s be clear, this is no victory lap,” FSU national secretary Julia Angrisano said.

“CBA has been caught out trying to dress up job cuts as innovation. Using AI as a cover for slashing secure jobs is a cynical cost-cutting exercise, and workers know it.”

The bank admitted its initial decision was an “error,” saying it didn’t fully consider all the relevant business factors.

“We have apologised to the employees concerned and acknowledge we should have been more thorough,” a CBA spokesperson said. “We’re now supporting affected employees and reviewing our internal processes.”

CBA stressed that none of the roles were being sent offshore, despite broader union concerns about hundreds of other jobs allegedly moving overseas.

For context, the 45 jobs in question are just a fraction of CBA’s 38,000-strong workforce. Still, the reversal comes after the bank already slashed 164 jobs from its tech division earlier this year.

More updates to come on AusNewsLanka.