Commonwealth Bank of Australia . Banking
AI voice bot in customer service call centres
Production
Pilot
Production
Scaled
Killed
the customer service roles were not redundant despite introducing an AI-powered "voice-bot"From the source, 2025-08-21
What happened
Commonwealth Bank of Australia introduced an AI voice bot in its customer service call centres and in July 2025 announced 45 job cuts linked to it. The Finance Sector Union said call volumes rose after the bot arrived and took a dispute to the Fair Work Commission. In August 2025 the bank reversed the cuts, apologised for the error and said the roles were not redundant. The bot itself was not reported as switched off, so it stays Production.
Sources
- Company
- Commonwealth Bank of Australia
- Industry
- Banking
- Vendor / platform
- Not stated in source
- Type
- Voice agent
- Status
- Production
- Evidence date
- 2025-08-21
- Source
- https://www.abc.net.au/news/2025-08-21/cba-backtracks-on-ai-job-cuts-as-chatbot-lifts-call-volumes/105679492
- Notes
- The bank reversed 45 job cuts it had tied to the bot.
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.