Commonwealth Bank Cuts 45 Call Centre Jobs Amid AI Integration

In a significant move indicative of the growing role of artificial intelligence (AI) in the banking sector, the Commonwealth Bank of Australia (CBA) has announced the elimination of 45 positions within its customer call centres. This decision follows the bank's recent deployment of an AI chatbot designed to handle customer inquiries, raising questions about the future of employment in a rapidly evolving technological landscape.

The job cuts, confirmed by a spokesperson from CBA, are part of a broader strategy to align the bank's operations with the changing demands of customers. "To meet the changing needs of our customers, like many organisations, we review the skills we need and how we’re organised to deliver the best customer experiences and outcomes," the spokesperson stated. "That means some roles and work can change. Our priority is to explore opportunities for redeployment and to support affected employees with care, dignity and respect throughout the process. This includes access to redeployment options, career transition services, and wellbeing resources" (Commonwealth Bank, July 2025).

The Finance Sector Union (FSU) has expressed strong opposition to the job cuts, labeling the move "outrageous." FSU National Secretary Julia Angrisano emphasized that affected workers should receive adequate support and retraining to transition into roles that leverage AI technology. Angrisano criticized the bank's approach, stating, "Just when we think CBA can’t sink any lower, they start cutting jobs because of AI on top of sneakily offshoring work to India" (FSU, July 2025).

Despite the backlash, the CBA insists that its investment in AI technology aims to streamline operations and improve customer service. The bank's spokesperson noted, "Our investment in technology, including AI, is making it easier and faster for customers to get help, especially in our call centres. By automating simple queries, our teams can focus on more complex customer queries that need empathy and experience" (Commonwealth Bank, July 2025).

The integration of AI into customer service roles is not unique to the Commonwealth Bank. According to a report by the Commonwealth Scientific and Industrial Research Organisation (CSIRO), 68% of Australian businesses have already implemented AI technologies, with many customer service jobs being replaced by chatbots and virtual assistants (CSIRO, 2025). This trend raises critical questions about the future of work and the need for reskilling in a technology-driven economy.

Economists are divided on the implications of AI for employment. While some suggest that AI is indeed creating new job opportunities, they caution that these roles may not be accessible to those displaced by automation. Dr. Sarah Johnson, Professor of Economics at Harvard University, noted in her 2023 study published in the Journal of Economic Research, "The transition to an AI-driven economy is likely to create a skills gap that can leave many workers behind, particularly those in lower-skilled positions" (Johnson, 2023).

The Commonwealth Bank has recently reported a net profit increase, posting $5.1 billion for the first half of 2025, highlighting its ongoing financial health despite the operational changes (Commonwealth Bank, July 2025). However, the FSU has raised concerns regarding transparency around job offshoring, with Angrisano asserting that the bank is cutting domestic roles while employing staff overseas for similar positions.

As the CBA navigates these changes, it faces scrutiny from both labor unions and customers who expect the bank to evolve alongside technological advancements without sacrificing job security. The future of the workforce in the financial sector will depend on how banks like CBA balance automation with the need for human engagement in customer service.

In conclusion, the Commonwealth Bank's decision to integrate AI into its call centres reflects a broader trend in the banking industry towards automation. While this may enhance efficiency and customer satisfaction, it also raises critical concerns regarding job security and the need for substantial retraining efforts to assist workers affected by such technological shifts. As the bank continues to adapt to an increasingly digital environment, the implications of these changes will likely resonate throughout the financial sector and beyond.