Commonwealth Bank of Australia cuts 45 jobs as AI voice bots replace customer service roles

Commonwealth Bank of Australia (CBA), the country’s largest lender, is cutting 45 jobs as part of its shift toward artificial intelligence automation, with the Finance Sector Union claiming a total of 90 roles are being eliminated. The job cuts highlight growing tensions between AI-driven efficiency gains and workforce displacement, as Australia’s banking sector increasingly adopts automation technologies.

What you should know: CBA confirmed it’s eliminating positions following the introduction of AI voice bot systems for customer service operations.
• The bank implemented a new voice bot system on its inbound customer enquiries line in June, which directly led to the elimination of 45 positions in the direct banking system.
• CBA is currently investing more than A$2 billion ($1.30 billion) in operations, including frontline teams and technology services, as part of its broader digital transformation.

The union’s response: Australia’s Finance Sector Union (FSU) has accused CBA of prioritizing automation over workers and excluding employees from the evolving economy.
• The FSU claims the actual number of eliminated roles totals 90, including the 45 positions in direct banking.
• The union accused CBA of “axing frontline roles in favour of automation and offshoring,” though the bank denied offshoring jobs.

What CBA is saying: The bank emphasizes it’s creating new opportunities while managing workforce transitions responsibly.
• “We’re also proactively creating new roles to support career growth and help our people transition into future-fit opportunities,” CBA stated.
• The bank said it’s consulting on affected roles and exploring internal job opportunities and reskilling programs for impacted employees.

Why this matters: The job cuts represent a broader trend of Australian financial institutions adopting AI to reduce operational costs while facing pressure to maintain employment levels.
• As AI voice bots and automated systems become more sophisticated, traditional customer service roles are increasingly vulnerable to displacement.
• The dispute illustrates the ongoing challenge banks face in balancing technological advancement with workforce stability and union relations.