Series

CBA's Voice Bot Reversal

Every part of this series in order, oldest first. 2 of 2 parts laid out. Theme: Customer-Service AI.

Commonwealth Bank cut 45 jobs after launching a voice bot. A month later, it called the cuts an "error."

Commonwealth Bank said the customer service roles weren't redundant after all and apologised to the staff. The union says calls rose after the bot went live, with team leaders pulled onto the phones.

Case study · August 2025 · Part 1 of 2: CBA's Voice Bot Reversal

Financial servicesReported

A year after reversing 45 AI-linked job cuts, Commonwealth Bank won't promise AI won't take more

The bank's chair told shareholders there's "no ability to give a blanket commitment." The union counts more than 1,000 jobs cut since January. CBA says AI isn't the driver of at least one round of cuts.

Case study · October 2026 · Part 2 of 2: CBA's Voice Bot Reversal