Commonwealth Bank: 90 jobs cut
Commonwealth Bank made 45 Direct Banking workers redundant after an AI chatbot started handling inbound customer enquiries, with another 45 set to follow. CBA later reversed some cuts after union pressure. The company explicitly cited AI and automation as a primary driver of the workforce reduction. This is part of a broader pattern in Financial Services where companies are restructuring operations around AI capabilities while reducing headcount in functions susceptible to automation.
Conservative
90
Core Estimate
90
Upper Bound
90
Sources
Commonwealth Bank replaces 90 support staff with AI chatbot
Commonwealth Bank made 45 Direct Banking workers redundant after an AI chatbot started handling inbound customer enquiries, with another 45 set to follow. CBA later reversed some cuts after union pressure.