AI out, humans in? After outcry, the Commonwealth Bank abandons contentious plan
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Australia’s largest bank has staged a dramatic backflip on a highly controversial staffing decision—a reminder that public pressure can still make even the biggest institutions change course.
So, what should you expect?
The Commonwealth Bank (CBA), has made a dramatic reverse of course on its controversial plan to axe 45 call centre jobs in favour of an AI chatbot—proving that sometimes, people power (and a bit of common sense) can still win the day.
Just last month, CBA announced that dozens of roles in its Customer Service Direct business would be made redundant, citing a hefty investment in artificial intelligence that would supposedly make it 'easier and faster' for customers to get help.
The move came hot on the heels of the bank’s eye-watering $10.25 billion annual profit, leaving many scratching their heads and wondering: if the bank is doing so well, why the rush to replace real people with robots?
The Finance Sector Union (FSU) quickly stepped in, challenging the decision and taking the dispute all the way to the Fair Work Commission.
After a tense standoff, CBA has now reversed its decision, offering affected staff the choice to stay in their roles, seek redeployment within the bank, or take voluntary redundancy.
While the FSU is celebrating the outcome as a 'massive win for workers,' national secretary Julia Angrisano was quick to point out that the fight isn’t over.
'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,' she said.
For the 45 employees who spent weeks in limbo, the damage may already be done. Uncertainty about their future, stress, and the feeling of being undervalued can’t be erased overnight.
The FSU is also representing workers affected by CBA’s alleged offshoring of hundreds of other jobs and has raised broader concerns about the future of secure employment in the banking sector.
And while this reversal saved 45 positions, those jobs make up only a small fraction of CBA’s 38,000-strong workforce.
Earlier this year, in March, the bank also slashed 164 roles from its technology division—a reminder that AI and automation are not the only forces reshaping the sector.
In a rare admission, a CBA spokesperson conceded that the initial decision to cut the 45 roles was an ‘error.’
Source: Sunrise / Youtube.
‘CBA’s initial assessment that the 45 roles in our Customer Service Direct business were not required did not adequately consider all relevant business considerations and this error meant the roles were not redundant. We have apologised to the employees concerned and acknowledge we should have been more thorough in our assessment of the roles required.’
The bank says it is supporting affected staff, offering options to remain in their current roles, pursue redeployment, or leave the organisation voluntarily. It also confirmed that some employees would have been transitioned into other open roles within the bank.
CBA has stressed that, despite rumours, no jobs will be sent offshore as part of this process.
CBA’s reversal is a reminder that workers’ voices matter, and that unions and collective action can still make a difference.
‘Our members want to be part of the conversation about how new technology is used in banking. They want secure jobs today and the training needed for the jobs of the future, not to be discarded under the guise of efficiency.’ as Julia Angrisano put it.
If you’re a CBA customer, you might be wondering how all this affects you. For now, it means you’re more likely to get a real person on the line when you call for help—a small but important victory for customer service.
Read more: Big banks spark outrage over changes that could quietly drain Aussie wallets
Have you noticed more automation when dealing with your bank or other service providers? Do you prefer speaking to a real person, or are you happy to chat with a bot if it gets the job done? Share your thoughts and experiences in the comments below!
So, what should you expect?
The Commonwealth Bank (CBA), has made a dramatic reverse of course on its controversial plan to axe 45 call centre jobs in favour of an AI chatbot—proving that sometimes, people power (and a bit of common sense) can still win the day.
Just last month, CBA announced that dozens of roles in its Customer Service Direct business would be made redundant, citing a hefty investment in artificial intelligence that would supposedly make it 'easier and faster' for customers to get help.
The move came hot on the heels of the bank’s eye-watering $10.25 billion annual profit, leaving many scratching their heads and wondering: if the bank is doing so well, why the rush to replace real people with robots?
The Finance Sector Union (FSU) quickly stepped in, challenging the decision and taking the dispute all the way to the Fair Work Commission.
Commonwealth Bank has reversed its decision to cut 45 call centre jobs to make way for an AI chatbot, after pressure from staff and the Finance Sector Union. Image source: Sky News Australia / Youtube.
After a tense standoff, CBA has now reversed its decision, offering affected staff the choice to stay in their roles, seek redeployment within the bank, or take voluntary redundancy.
While the FSU is celebrating the outcome as a 'massive win for workers,' national secretary Julia Angrisano was quick to point out that the fight isn’t over.
'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,' she said.
For the 45 employees who spent weeks in limbo, the damage may already be done. Uncertainty about their future, stress, and the feeling of being undervalued can’t be erased overnight.
The FSU is also representing workers affected by CBA’s alleged offshoring of hundreds of other jobs and has raised broader concerns about the future of secure employment in the banking sector.
And while this reversal saved 45 positions, those jobs make up only a small fraction of CBA’s 38,000-strong workforce.
Earlier this year, in March, the bank also slashed 164 roles from its technology division—a reminder that AI and automation are not the only forces reshaping the sector.
In a rare admission, a CBA spokesperson conceded that the initial decision to cut the 45 roles was an ‘error.’
Source: Sunrise / Youtube.
‘CBA’s initial assessment that the 45 roles in our Customer Service Direct business were not required did not adequately consider all relevant business considerations and this error meant the roles were not redundant. We have apologised to the employees concerned and acknowledge we should have been more thorough in our assessment of the roles required.’
The bank says it is supporting affected staff, offering options to remain in their current roles, pursue redeployment, or leave the organisation voluntarily. It also confirmed that some employees would have been transitioned into other open roles within the bank.
CBA has stressed that, despite rumours, no jobs will be sent offshore as part of this process.
CBA’s reversal is a reminder that workers’ voices matter, and that unions and collective action can still make a difference.
‘Our members want to be part of the conversation about how new technology is used in banking. They want secure jobs today and the training needed for the jobs of the future, not to be discarded under the guise of efficiency.’ as Julia Angrisano put it.
If you’re a CBA customer, you might be wondering how all this affects you. For now, it means you’re more likely to get a real person on the line when you call for help—a small but important victory for customer service.
Read more: Big banks spark outrage over changes that could quietly drain Aussie wallets
Have you noticed more automation when dealing with your bank or other service providers? Do you prefer speaking to a real person, or are you happy to chat with a bot if it gets the job done? Share your thoughts and experiences in the comments below!
