Commonwealth Bank of Australia AI layoffs

Timeline

1. Jul 29, 2025−45 cut
   ExplicitWalk-backFinance · AUCopy link

   CBA declared 45 call-centre roles redundant, saying its new AI voice bot had cut call volumes - reported as the first Australian bank to attribute job cuts directly to AI. After union pressure and evidence call volumes actually rose, CBA reversed the decision on Aug 21, 2025, apologized, and admitted the redundancy assessment was an error.

   CBA claimed 'the introduction of AI had reduced call volumes by allowing automation of simple queries' (per The Register); in reversing, the bank admitted the roles were not redundant and apologized to affected staff.

   Sources:

   • Retail Banker International: CBA cuts jobs amid AI chatbot rollout
   • The Register: Bank reverses decision to replace 45 staff with chatbot
   • Bloomberg: Australia's Biggest Bank Reverses Plan to Replace Jobs With AI

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