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In a surprising backflip, Commonwealth Bank (ASX:CBA) has reversed its decision to axe 45 call centre jobs, which had been set to be replaced by AI.
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The bank this week admitted to Fair Work that its initial assessment had been flawed. Even though the new AI voicebot was expected to reduce weekly call volumes by 2,000, the opposite happened; calls actually increased.
Managers were left scrambling, rostering overtime, and even putting several team leaders back on the phones. A spokesperson for CBA confirmed the bank had apologised, stating the roles “were not redundant.”
A full review of internal processes was now underway, the bank also confirmed.
The surprise redundancy U-turn came after strong pressure from the Finance Sector Union. “A massive win for workers,” FSU national secretary Julia Angrisano said in response to the reversal. But she warned banks were increasingly using AI to justify cost-cutting moves disguised as “innovation.”
Today, CEO Matt Comyn said affected Commonwealth Bank staff were being asked to either stay on or take voluntary redundancy, noting that people remained essential to the bank’s customer service strategy.
The timing was notable, with Comyn attending the Albanese government’s Economic Reform Roundtable in Canberra as this all unfolded.
The case has gone on to spark wider debate about automation and job security, especially in industries where AI is making fast inroads. Unions are now pushing for earlier consultation when new tech is rolled out. Business groups, on the other hand, argue that automation carries risks for companies too.
Despite the misstep, CBA isn’t planning to back away from AI: The bank said it will continue to invest in automation, including through its OpenAI partnership, but promised to keep humans at the centre of customer support.
CBA has been trading up at $173.42 in early afternoon trade.
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